Empathy-Driven Financial Support Specialist

Capital On Tap; Cardiff; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Salary £27,000-£34,000

Private Healthcare including dental/ey

Worldwide travel insurance

Anniversary Rewards (£250, £500, £750,

Salary Sacrifice Pension Scheme up to

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap in Cardiff is seeking a Specialist Support Officer to deliver tailored support to vulnerable customers, performing vulnerability assessments and reviewing accounts with empathy and respect.

You will handle complex arrears cases, collaborate with departments to ensure a seamless customer journey, and demonstrate resilience with proactive problem-solving. Office-heavy start, hybrid thereafter.

Qualifications

• Experience in a vulnerable customer support role or related financial services environment.
• Strong verbal and written communication skills with a focus on empathy.
• Ability to manage complex cases and adhere to processes while treating customers with dignity.

Responsibilities

• Take escalated inbound calls from vulnerable customers facing financial difficulty and arrears.
• Manage a portfolio of vulnerable customers, delivering outstanding support.
• Meet key metrics and adhere to Treating Customers Fairly principles.
• Collaborate with other Capital on Tap teams to ensure a seamless experience.
• Review documentation such as bank statements and income/expenditure forms.
• Utilise your knowledge of collections and arrears to guide decisions.
• Demonstrate resilience and proactive problem-solving in challenging discussions.
• Maintain strong time management and the ability to prioritise workloads.

Skills

Empathy

Verbal communication

Written communication

Customer service

Attention to detail

Tools

CRM software

Job description

Capital on Tap in Cardiff is seeking a Specialist Support Officer to deliver tailored support to vulnerable customers, performing vulnerability assessments and reviewing accounts with empathy and respect.

You will handle complex arrears cases, collaborate with departments to ensure a seamless customer journey, and demonstrate resilience with proactive problem-solving. Office-heavy start, hybrid thereafter.