Senior Technical Insolvency Advisor - Financial Reviews at EBENEGATE MAURITIUS (2023-10 – Present)
Promoted to this role in October 2023 after serving as Senior Insolvency Advisor. Provides technical oversight across 3,000+ monthly personal insolvency cases (IVAs and Protected Trust Deeds), ensuring compliance with FCA expectations, GDPR requirements and internal governance standards.
- Provide technical oversight across 3,000+ monthly personal insolvency cases (IVAs and Protected Trust Deeds), ensuring compliance with FCA expectations, GDPR requirements and internal governance standards.
- Lead, mentor and quality-calibrate 20+ advisors, overseeing performance, onboarding, technical guidance and daily operational delivery.
- Conduct 35+ complex financial reviews weekly, including Annual Reviews, complaints, EODs, CICs and other high-risk cases requiring sound judgement and clear rationale.
- Review 200+ IVA Variation referrals monthly, verify 15+ weekly IPQs and complete 15+ weekly QA audits to maintain technical accuracy and regulatory compliance.
- Conduct and technically review vehicle-finance requests, validating affordability, income, expenditure and supporting evidence, completing compliance checks and issuing approval letters in line with policy.
- Resolve sensitive customer escalations at a 90%+ success rate, balancing fair customer outcomes, service recovery and regulatory obligations.
- Redesigned the department's Excel reporting pack, saving 8+ hours monthly, and produce concise KPI dashboards for senior-management decision-making.
- Consistently achieve 100% productivity targets, maintain 80%+ QA scores and support £20,000+ in monthly revenue growth through improved payment arrangements.
Senior Insolvency Advisor - Financial Reviews at EBENEGATE MAURITIUS (2022-02 – 2023-10)
Promoted to this role in February 2022 after serving as Insolvency Advisor. Completed approximately 150 regulated financial reviews monthly and performed approximately 50 monthly case audits for assigned advisors.
- Completed approximately 150 regulated financial reviews monthly, assessing affordability and repayment capacity while validating income, expenditure, contribution calculations and supporting evidence.
- Performed approximately 50 monthly case audits for assigned advisors, identifying coaching needs and strengthening documentation quality, technical accuracy and consistency.
- Served as a senior escalation point for complex complaint calls, de-escalating sensitive situations and explaining decisions clearly, empathetically and professionally.
- Completed vehicle-finance reviews by assessing affordability, verifying financial evidence, performing compliance checks and issuing approval letters for approved requests.
- Managed high-volume follow-ups, referrals and SLA-driven pipelines while producing KPI reports and maintaining excellent customer service.
Insolvency Advisor - Financial Reviews at EBENEGATE MAURITIUS (2019-04 – 2022-02)
Initial role in the financial reviews department at EbeneGate Mauritius, focused on reviewing household budgets and financial evidence while guiding customers through sensitive discussions about affordability and payment arrangements.
- Reviewed household budgets and financial evidence, guiding customers through sensitive discussions about affordability, payment arrangements and changing circumstances.
- Performed due-diligence and compliance checks, identified irregularities and escalated concerns in line with policy, quality and regulatory standards.
- Reviewed vehicle-finance requests by assessing affordability, verifying financial evidence, completing compliance checks and issuing approval letters for approved cases.
- Maintained accurate case records, coordinated with specialist teams and progressed high-volume files within SLA targets while delivering attentive customer care.
Various roles in travel, aviation, retail and contact-centre operations at My Holidays Mauritius | Air Mauritius | Mauritius Duty Free Paradise | EURO CRM (2013 – 2019)
- Delivered front-line service across travel, aviation, retail and contact-centre environments, consistently creating excellent customer experiences and resolving time-critical issues for diverse customers.
- Supported reservations, market research, commercial analysis, budgeting, reporting and stakeholder presentations with strong administrative accuracy.
- Adapted communication to customers from varied cultural and linguistic backgrounds, strengthening trust and service satisfaction.
