ISRAEL ESEYIN
Wigan,Greater Manchester
Summary
Results-driven professional with expertise in banking, motor finance, public-sector case management, and customer resolution. Experienced in FCA-regulated environments, demonstrating strong skills in assessing complex information, resolving disputes, and negotiating outcomes. Proficient in case management, operations, and customer support, with the ability to effectively transfer skills across various business functions.
Overview
8
8
years of professional experience
Work History
Financial Assistance Advisor - Motor Finance, Customer Resolution & Complaints
Aldermore Bank
Manchester
03.2024 - Current
- Assessed customer financial circumstances, arrears drivers, affordability, vulnerability and future ability to pay, recommending suitable support options that align with customer needs.
- Negotiated repayment arrangements and settlement options, ensuring balance between customer fairness, commercial risk and regulatory standards to enhance customer satisfaction.
- Handle complaint-related queries, disputes and escalations by gathering facts, explaining decisions clearly and recording outcomes in line with policy expectations.
- Explain account status, payment expectations, fees, charges, arrears letters and credit-file implications professionally and transparently.
- Produced clear, accurate case notes documenting customer circumstances, advice given, agreed actions and follow-up activity to maintain compliance and support dispute resolution.
Financial Assistant
Lloyds Banking Group
Chester
01.2023 - 02.2024
- Negotiated repayment plans with customers in financial difficulty using empathy, active listening and clear affordability discussions.
- Managed inbound and outbound customer contact regarding overdue balances, repayment support, account queries, and financial assistance, ensuring effective resolution of customer issues.
- Clarified account positions, outstanding balances, and options, fostering transparency and enabling informed customer decisions.
- Delivered fair, accurate and timely outcomes in line with organisational standards and regulatory obligations.
- Supported AML controls and external audit activity by delivering accurate evidence and explanations, ensuring compliance with regulatory requirements.
Case Review Manager
DWP / Serco
Manchester
11.2021 - 01.2023
- Managed case review activities and customer-facing support, ensuring accurate and timely progression of cases.
- Maintained organised records and case information, supporting consistent decision-making and enhancing service quality.
- Liaised with stakeholders to clarify requirements and resolve queries, facilitating effective service delivery.
- Explained rules, processes and benefit-related requirements to customers and organisations in a clear and professional manner.
Marketing Manager
Blue Oak Services
Bedford
09.2018 - 10.2021
- Presented tailored media packages and advertising options to enhance client engagement and drive sales.
- Built client confidence by showcasing relevant previous work and aligning solutions with specific requirements.
- Negotiated pricing and contracts, maintaining regular follow-up to support satisfaction, retention and commercial outcomes.
- Completed market research to identify competitor activity, new opportunities and potential market gaps.
Education
Diploma of Higher Education - Business and Professional
Manchester College
Manchester, United Kingdom01-2021
Bachelor of Arts - Business and Enterprise
Teesside University
MiddlesbroughSkills
- Complaint handling
- Customer resolution
- Case review
- Investigation
- Evidence analysis
- Regulated financial services
- Affordability support
- Vulnerability support
- Arrears support
- Stakeholder liaison
- Service delivery
- Process improvement
- Workload management
- Business administration
- Operations
- Governance awareness
- Public administration
- Structured thinking
- Problem solving
- Clear written records
- Structured thinking
Custom
Regulated customer support, complaints, disputes, arrears, affordability and fair customer outcomes., Evidence review, accurate records, public-sector case handling, policy awareness and defensible decisions., Business administration, process improvement, stakeholder liaison, workload management and service delivery., Computer Science background supporting systems confidence, data accuracy, structured thinking and problem-solving.
Timeline
Financial Assistance Advisor - Motor Finance, Customer Resolution & Complaints
Aldermore Bank
03.2024 - Current
Financial Assistant
Lloyds Banking Group
01.2023 - 02.2024
Case Review Manager
DWP / Serco
11.2021 - 01.2023
Marketing Manager
Blue Oak Services
09.2018 - 10.2021
Diploma of Higher Education - Business and Professional
Manchester College
Bachelor of Arts - Business and Enterprise
Teesside University