Financial Vulnerability Specialist

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

Job summary

A fast-growing fintech company in Cardiff is seeking a Vulnerability Officer to provide specialized support to vulnerable customers. This hybrid role involves assessing customer accounts, managing complex cases, and ensuring the utmost care for customers. Ideal candidates will have empathy and experience in telephony-based roles. Starting salary ranges from £27,000 to £34,000, along with various benefits including private healthcare and a cycle to work scheme.

Benefits

Private Healthcare

Worldwide travel insurance

28 days holiday

Annual Learning and Wellbeing Budget

Cycle to Work Scheme

Free drinks and snacks

Qualifications

• Experience dealing with vulnerable customers.
• Ability to manage time and meet deadlines.
• Ability to gather information for best outcomes.

Responsibilities

• Conduct vulnerability assessments for customers.
• Manage a portfolio of vulnerable customers.
• Take escalated inbound calls from vulnerable customers.

Skills

Empathy

Time management

Data analysis

Telephony experience

Flexibility

Job description

We’re Capital on Tap 👋 💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏡🏢This is a Hybrid role, the Specialist Support team works from our Cardiff City Centre Offices 3 days per week. Hours are Monday - Friday 9am-6pm.

What You’ll Be Doing

You’ll be doing important work as a Vulnerability Officer, providing specialist support to customers who need extra care and attention. You’ll conduct vulnerability assessments, review customer accounts, and ensure that our vulnerable customers are treated with the utmost care and respect. This role involves managing complex cases, tracking trends, and developing strategies to better assist customers in arrears.

• Taking escalated inbound calls from vulnerable customers in arrears.
• Manage your own portfolio of Vulnerable customers
• Meeting SLAs and implementing TCF principles
• Reviewing and conducting vulnerability assessments
• Working closely with other departments within Capital on Tap
• In depth reviews of hardships documentation - Bank statements and I&Es
• Experience dealing with vulnerable customers in a telephony-based role
• Collections experience ideally
• Ability to demonstrate empathy to our customers in hard times
• Ability to gather information to provide the best outcome
• Ability to manage your time and work to tight deadlines
• You can prioritise your work and be flexible with new cases that arise
• You use data to reach the best customers quickly

Diversity & Inclusion

🌈We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

• Starting salary £27,000 - £34,000 Depending on experience
• Private Healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• 28 days holiday (plus bank holidays)
• 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 in our offices

Check out more of our benefits, values and mission here.

Other Useful Info

Interview Process:

• First stage: 30 minutes intro and values call with Talent Partner (Video call)
• Final stage: 60 minutes experience and team fit interview with the team lead and a few members of the team (In‑person)

Excited to work here? Apply!

If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

Equality and Diversity

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don't have to share this with us and we won't consider it as part of your application. If you choose not to share this info, it won't impact your application in any way.