Customer Care Specialist - Vulnerable Customers

Zopa Bank Limited; City of Westminster; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services provider in the UK seeks a Customer Care Specialist to join their elite team. In this hybrid role, you will support vulnerable customers by providing bespoke solutions and handling complex cases. Excellent communication and conflict resolution skills are essential. You'll work with various operational areas, adhere to regulatory standards, and ensure outstanding customer outcomes. If you are motivated, compassionate, and can adeptly manage difficult conversations, this may be the perfect opportunity for you.

Qualifications

• Experience in a customer-focused environment, ideally in call centre duties.
• Ability to handle difficult conversations calmly and effectively.
• Understanding of FCA regulations, GDPR, and FG21.1 regulation.

Responsibilities

• Build and maintain one-to-one relationships with customers.
• Complete customer reviews via preferred communication channels.
• Respond to customer and third-party emails within a 3-day SLA.
• Propose suitable customer outcomes based on evidence provided.
• Handle administrative work related to correspondence from third parties.
• Signpost customers to non-profit charities and debt agencies.

Skills

Customer-focused environment

Handling difficult conversations

Excellent communication skills

Conflict resolution

Microsoft Office proficiency

Job description

The Customer Care team is a specialised group within Zopa's highly recommended Specialist Operations. They assist with the most vulnerable and complex cases to support customer needs, maximise customer rehabilitation, and provide bespoke solutions, guidance, and professional help. You will be joining a friendly and supportive team that works with all operational areas and oversees Zopa's vulnerable customers across all products. This core team are Zopa's elite Customer Champions and put the customer at the heart of everything we do by handling each case with the utmost care and consideration. Are you interested in working across all operations and products? Do you have experience in handling difficult conversations? Are you passionate about customers and ensuring the right outcomes? Are you self-motivated and able to manage your own workload? This is a hybrid role, with one day a week in the office. Please note, you'll be required to work shifts from Monday to Friday: 08:00-16:30 09:00-17:30 10:00-18:30 11:30-20:00 A day in the life:

• Building and maintaining one-to-one (121) relationships with customers
• Completing customer reviews via preferred communication channels such as email, live chat, and outbound dialing
• Receiving inbound calls from customers and internal teams regarding queries, complex cases, and setting up bespoke arrangements
• Responding to customer and third-party emails within a 3-day SLA
• Reaching reasonable conclusions based on evidence provided and proposing suitable customer outcomes
• Handling administrative work related to correspondence from third parties such as debt management companies, insolvency practitioners, and Phillips & Cohen
• Completing and reviewing income and expenditure forms with the aim of agreeing realistic payment plans based on borrower affordability
• Signposting customers experiencing financial difficulties to not-for-profit debt agencies
• Signposting vulnerable customers to non-profit charities such as Samaritans
• You will have previous experience working in a customer-focused environment, ideally with telephone/call centre duties in a customer service or collections role.
• You must be able to deal calmly with conflict and handle the challenges of difficult conversations.
• You must be able to communicate complex issues in a concise and straightforward manner.
• You must demonstrate commitment to and pride in delivering high-quality service.
• You will be familiar with FCA regulations, GDPR, and FG21.1 regulation.
• You will have excellent oral and written communication skills, able to draft well-structured, clear responses across digital platforms.
• You must be confident using Microsoft Office applications such as Outlook, Excel, and Word.
• You will be an excellent team player who can also work independently and adapt well to change.
• You are compassionate, grounded, logical, and objective; able to follow through on difficult decisions.