Vulnerable Customer Support Officer (Fintech)

TL;DR

Vulnerable Customer Support Officer (Fintech): Delivering tailored support and vulnerability assessments for customers in financial difficulty with an accent on empathy, dignity, and complex case management. Focus on managing portfolios of customers in arrears and conducting thorough reviews of financial documentation.

Location: Cardiff, UK. Hybrid: 3 days in office, 2 from home (fully office-based for the first 3 months).

Salary: £27,000 - £34,000

Company

A financial platform providing business credit cards, spend management tools, and savings products specifically for SMEs.

What you will do

• Handle escalated inbound calls from vulnerable customers experiencing financial difficulty and arrears.
• Manage a dedicated portfolio of vulnerable customers to provide outstanding support.
• Perform detailed vulnerability assessments and account reviews to ensure fair treatment.
• Collaborate with internal departments to ensure a seamless customer experience.
• Review financial documentation, including bank statements and income and expenditure forms.

Requirements

• Experience in a financial vulnerability support role, including handling collections and arrears.
• Background working in a contact center environment.
• Strong verbal and written communication skills.
• Resilience and a proactive mindset to manage emotionally challenging conversations.
• Strong time management and the ability to prioritize a complex workload.

Nice to have

• Deep knowledge and understanding of collections and arrears processes.

Culture & Benefits

• Private healthcare including dental and opticians services.
• Worldwide travel insurance and anniversary rewards, including a 4-week fully paid sabbatical.
• Salary sacrifice pension scheme with up to 7% match.
• 28 days holiday plus bank holidays.
• Annual learning and wellbeing budget.
• Dog-friendly offices equipped with a pool table, arcade machine, and free snacks.

Hiring process

• First stage: 30-minute introductory and values video call with a Talent Partner.
• Final stage: 60-minute in-person interview focused on experience and team fit.