Specialist Vulnerability Agent (Fintech)

Location: Chatham, United Kingdom; hybrid schedule with office attendance Tuesday–Thursday and optional home working Monday and Friday

Company

hirify.global is a profitable fintech company that builds technology for consumer loans, credit cards, and car finance across the UK and US markets.

What you will do

• Own end-to-end case management for particularly vulnerable customers from identification through resolution.
• Provide compassionate, personalised support and resolve complex customer queries across multiple channels.
• Review vulnerability statuses, maintain accurate support flags, and make decisions focused on appropriate customer outcomes.
• Advise frontline colleagues on identifying, communicating with, and supporting vulnerable customers.
• Apply operational procedures, KPIs, compliance requirements, and appropriate judgment, including arranging forbearance where needed.
• Identify process gaps and contribute to improvements in customer journeys, knowledge resources, training, automation, and AI systems.

Requirements

• Previous contact centre experience focused on customer service or financial support, ideally involving vulnerable customers.
• Experience handling complex queries with empathy, accuracy, ownership, and strong conflict-resolution skills.
• Ability to follow structured processes while identifying opportunities to improve vulnerability-support procedures.
• Strong communication and rapport-building skills for sensitive customer conversations.
• Confidence using digital tools and adopting AI-driven platforms.
• Organisation, resilience, adaptability, and the ability to manage multiple complex cases in a fast-paced environment.

Nice to have

• Demonstrated understanding and application of external best practices in vulnerable customer support.
• Experience mentoring colleagues or contributing to process and AI improvement initiatives.

Culture & Benefits

• Hybrid working with optional home working on Mondays and Fridays.
• Private health insurance and a fully stocked office kitchen.
• Opportunity to work in a rapidly growing fintech company with consumer finance products.
• Inclusive and equal-opportunity workplace.
• Compensation includes equity.