Compassionate Vulnerable-Customer Specialist

Stream; Greater London; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

25 Days Annual Leave

Private Healthcare

Pension scheme

Season Ticket Loan

Job summary

Stream seeks a Vulnerable Customer Specialist in London to provide empathetic, compliant support to customers across all Stream products. You will identify vulnerability cues, signpost for financial coaching and external help, and document cases with sensitivity while working with cross-functional teams.

The role emphasizes compassionate communication, resilience under pressure, and careful escalation when needed, in a hybrid in-office setting.

Qualifications

• Experience supporting vulnerable or at-risk individuals in financial services or related fields.
• Strong emotional resilience and ability to hold space for difficult conversations.
• Excellent written and verbal communication with empathetic tone.

Responsibilities

• Communicate effectively with Stream customers regarding all products (Flex Pay, Discounts, Loans, Savings).
• Identify vulnerability indicators and signpost to relevant internal/external support.
• Handle sensitive disclosures with care, documenting case notes and escalation as needed.
• Collaborate with Support, Compliance and Customer Success to improve experiences for at-risk customers.
• Adhere to FCA Consumer Duty and safeguarding guidelines in all interactions.

Skills

Compassionate approach

Emotional resilience

Excellent communication

Problem solving

Attention to detail

Job description

Stream seeks a Vulnerable Customer Specialist in London to provide empathetic, compliant support to customers across all Stream products. You will identify vulnerability cues, signpost for financial coaching and external help, and document cases with sensitivity while working with cross-functional teams.

The role emphasizes compassionate communication, resilience under pressure, and careful escalation when needed, in a hybrid in-office setting.