Vulnerable Customer Support

We are hiring on behalf of a well-established financial services company for the role of Specialist Support/Vulnerable Customer Collections Agent. This position focuses on assisting vulnerable customers and those in arrears, working towards solutions that deliver positive outcomes.

Hours:

35 hours per week, with flexibility required to cover shifts between Monday and Sunday. Business hours are 8am to 8pm on weekdays and 9am to 6pm on weekends.

Key Responsibilities:

• Conduct specialist support and collections activities in accordance with company policies and procedures.
• Provide personalised support to vulnerable customers, ensuring the best possible outcomes.
• Manage forbearance cases to bring agreements up to date.
• Handle inbound and outbound communications while maintaining accurate records.
• Ensure full compliance with all relevant regulations and internal policies.
• Perform affordability assessments and negotiate realistic, sustainable repayment plans.

Requirements:

• Previous experience in supporting vulnerable customers (TEXAS model knowledge is preferred).
• Understanding of FCA regulations.
• Excellent communication and negotiation skills.
• Flexible, detail-oriented, and a strong team player.

This is an outstanding opportunity for someone passionate about customer service and compliance, looking to make a meaningful impact.