Caitlin Calvert

A CeMAP-qualified Financial Services Specialist with 5+ years of experience across specialist mortgage advice, banking operations, complaint resolution, and credit risk assessment. Proven expertise in evaluating complex customer financial circumstances, including adverse credit histories, historical debt solutions (IVAs, DMPs), and detailed income/expenditure affordability. Highly skilled in navigating FCA regulatory frameworks (MCOB, CONC, Consumer Duty), identifying customer vulnerability using the TEXAS framework, and de-escalating complex customer cases.

Recognized for operational leadership as a workplace Training Champion and Employee Council Representative. Seeking a permanent remote or hybrid role within Financial Services, Mortgage Operations, or Customer Resolutions.

Specialist Mortgage Adviser at The Select Partnership (2025-02 – Present)

• Provide regulated telephone mortgage advice specialising in non-standard and adverse credit scenarios, evaluating client eligibility against complex specialist lending criteria.
• Conduct thorough fact-finds, property valuation research, and detailed credit report analysis for clients with historical debt issues, including IVAs, DMPs, and adverse credit markers.
• Assess client income, expenditure, and affordability profiles to ensure sustainable outcomes, producing fully compliant FCA and MCOB documentation.

Collections Executive & Training Champion at V12 Retail Finance (2023-06 – 2025-02)

• Managed high-volume customer accounts across regulated retail lending, assessing financial difficulty and negotiating sustainable repayment solutions.
• Identified customer vulnerability using the TEXAS framework, applying tailored forbearance options and signposting free, independent debt advice.
• Appointed departmental Training Champion: developed training materials, coached incoming colleagues on compliance procedures, and represented staff through the Employee Council.

Savings Customer Service Specialist at Oxbury Bank (2023-01 – 2023-06)

• Delivered specialist multi-channel support across telephone, secure email, and webchat within an agricultural and business banking environment.
• Conducted crucial due diligence, AML, PEP, and CIFAS checks, ensuring pristine data integrity across client account files.
• Investigated customer account discrepancies and resolved escalated queries within strict SLAs.

Arrears Executive at Target Group (2022-02 – 2023-01)

• Managed portfolios of 1st and 2nd charge secured mortgage accounts from early arrears through to pre-litigation.
• Negotiated sustainable payment arrangements based on comprehensive I&E affordability reviews to prevent legal recovery action.
• Handled complex workflows including deceased accounts, Debt Management Plans (DMPs), and bureau credit reporting (CAIS).

Financial Health & Support Advisor at Ascent, Irwin Mitchell – NatWest Account (2021-03 – 2022-02)

• Managed accounts for personal and business banking customers in financial distress on behalf of NatWest.
• Conducted in-depth affordability assessments to establish appropriate forbearance, including Pay As You Grow restructuring options.
• Applied the TEXAS model to identify vulnerable customers and signposted specialized external support organizations.

Complaint Handler at Tata Consultancy Services – Scottish Power (2019-08 – 2020-02)

• Investigated and resolved escalated customer disputes within an Ofgem-regulated utility framework, determining root causes and issuing fair redress.

Contact Tracer at Search Recruitment Agency (2020-07 – 2021-03)

Customer / Owner Relations Specialist at Sykes Cottages (2020-02 – 2020-07)

Assistant Manager at Greene King (2016-08 – 2019-08)

CeMAP – LIBF (2025-07)

BTEC in Law

A-Level in English