Specialist Support

We are recruiting on behalf of a reputable financial services company seeking a Specialist Support/Vulnerable Customer Collections Agent. This role focuses on helping vulnerable customers and those in arrears to find solutions that lead to positive outcomes.

Hours: 35 hours per week, with flexibility required to cover shifts between Monday and Sunday (business hours range from 8 am to 8 pm on weekdays and 9 am to 6 pm on weekends).

Key Responsibilities:

• Conduct specialist support and collections activities in line with company policies and procedures.
• Provide tailored assistance to vulnerable customers to achieve the best possible outcomes.
• Manage forbearance cases with the goal of bringing agreements up to date.
• Handle inbound and outbound communications and keep accurate records.
• Ensure compliance with all regulations and internal policies.
• Conduct affordability assessments and negotiate suitable, sustainable repayment plans.

Requirements:

• Previous experience in supporting vulnerable customers, with TEXAS knowledge preferred.
• Knowledge of FCA regulations.
• Strong communication and negotiation skills.
• Flexible, detail-oriented, and team-focused approach.

This is an excellent opportunity for someone with a passion for customer service and compliance, who is looking to make a real impact.