Farhan Hussain
@farhanhussain2
Senior mortgage arrears and collections professional delivering FCA-compliant, fair customer outcomes through affordability and vulnerability assessments.
United KingdomWhat I'm looking for
I’m an experienced mortgage and secured arrears professional with over 8 years’ experience working in FCA-regulated environments. I specialize in managing complex arrears cases and delivering fair customer outcomes aligned with Consumer Duty.
I’m highly skilled in conducting affordability and income & expenditure assessments, identifying customer vulnerabilities using the TEXAS model, and arranging sustainable forbearance and repayment solutions. I confidently handle sensitive customer conversations while maintaining high compliance, quality, and customer service standards.
In recent roles, I’ve managed inbound and outbound collections activity, taken payments, and completed Source of Funds checks where required. I also raised and managed complaints in line with internal procedures and FCA requirements, and investigated arrears circumstances to signpost customers to independent financial advice.
Across my career, I’ve supported customers through complex and sensitive arrears situations—working with internal teams, handling complaints, and liaising through litigation processes and courts where needed. I take pride in strong call quality, including achieving 25 perfect call quality scores in one month and earning Best Call Audit recognition.
Experience
Work history, roles, and key accomplishments
Collections Specialist
Secure Trust Bank
May 2025 - Present (1 year)
Managed inbound and outbound collections calls, taking payments and completing Source of Funds checks where required. Assessed customer circumstances to agree affordable repayment arrangements, identified vulnerabilities using the TEXAS model, and handled complaints in line with FCA requirements and Consumer Duty.
Mortgage Arrears Specialist
Kensington Mortgages
Feb 2025 - Apr 2025 (2 months)
Managed mortgage accounts in arrears by assessing customers’ financial circumstances and agreeing sustainable repayment solutions. Handled complex and sensitive cases while maintaining accurate records and ensuring compliance with FCA regulations, Consumer Duty, and internal policies.
Arrears Executive (Secured)
Target Group
Feb 2022 - Feb 2025 (3 years)
Managed secured mortgage arrears accounts, conducting affordability assessments and negotiating repayment arrangements based on income and expenditure. Identified customer vulnerabilities, handled complaints, and liaised with solicitors and courts to support fair customer outcomes in line with FCA requirements.
Customer Assistance Rep
Computershare
Sep 2021 - Feb 2022 (5 months)
Handled mortgage servicing and arrears-related queries across multiple brands, building rapport with customers while identifying vulnerabilities using the TEXAS model. Processed payments, selected appropriate forbearance solutions, and managed complaints in an FCA-regulated environment.
Collections Advisor
Studio
Sep 2020 - Aug 2021 (11 months)
Managed customer arrears accounts by completing affordability assessments and taking fair customer outcomes into account when agreeing next steps. Identified vulnerabilities and potential fraud risks, ensuring handling aligned with FCA requirements.
Collections Advisor (HMCTS)
Rossendales
Jan 2017 - Jan 2018 (1 year)
Negotiated repayment plans and assessed customers’ financial circumstances while identifying vulnerabilities and managing sensitive conversations. Supported complaints handling and maintained work practices consistent with regulatory and compliance standards.
Education
Degrees, certifications, and relevant coursework
University of Central Lancashire (UCLAN)
Business Degree, Business
Completed Years 1–2 of a Business degree at the University of Central Lancashire. Year 3 was not completed (completion status open to discussion).
Nelson & Colne College
National Diploma in Business, Business
Grade: Distinction
Achieved a National Diploma in Business with a Distinction.
Nelson & Colne College
First Diploma in Business, Business
Grade: Distinction
Achieved a First Diploma in Business with a Distinction.
Walton High School
GCSEs, General Education
Grade: English: C; Maths: C; Science: C, C
Completed GCSEs including English (C), Maths (C), and Science (C, C).
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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