Senior Vulnerable Customer Collections Agent

TN United Kingdom; Wolverhampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a Senior Vulnerable Customer Collections Agent in Wolverhampton. This role involves providing tailored support to customers facing challenging circumstances while ensuring compliance with regulations. You will assist with mortgage issues, manage customer records, and represent the team in senior management meetings. The ideal candidate will have experience in a vulnerable customer role and possess strong communication and problem-solving skills. Join a dedicated team committed to making a positive impact in the lives of vulnerable customers.

Qualifications

• Experience in a vulnerable customer specialist role is essential.
• Accreditation in managing vulnerable customers is desirable.

Responsibilities

• Assist vulnerable customers with mortgage issues and payment schedules.
• Ensure all customers receive excellent service and support.

Skills

Vulnerable Customer Support

Communication Skills

Problem-Solving Skills

Microsoft Word

Microsoft Excel

Education

GCSEs in Maths

GCSEs in English

Accreditation in Management of Vulnerable Customers

Tools

Specialized Support Tools

Job description

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Senior Vulnerable Customer Collections Agent, Wolverhampton

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Client:

MERJE

Location:

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

2366e9201e51

Job Views:

10

Posted:

29.04.2025

Expiry Date:

13.06.2025

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Job Description:

Overview: We are seeking a Vulnerable Customer Support Specialist to provide tailored assistance to customers facing difficult personal circumstances. You will also support the Financial Support Team.

Responsibilities:

• Assist vulnerable customers with mortgage issues, income & expenditure forms, and payment schedules.
• Ensure all customers receive excellent service and support.
• Maintain up-to-date customer records for internal and external reporting.
• Support the SOLD (Shared Ownership for Living and Learning Disabilities) programme.
• Represent the team in senior management meetings and provide monthly updates.

Core Duties:

• Follow the Vulnerable Customer policy to ensure positive outcomes.
• Handle the end-to-end customer journey.
• Identify and recommend process improvements.
• Lead and coach the team in the manager's absence.
• Prioritize urgent tasks and manage workloads.
• Ensure compliance with statutory and regulatory requirements.
• Use specialized tools to support vulnerable customers.
• Maintain accurate records and update systems with new information.

Experience & Skills:

• Essential: Experience in a vulnerable customer specialist role.
• Desirable: 18 months in financial support or arrears role within financial services.
• Intermediate Microsoft Word and Excel skills.
• Strong communication skills and ability to show empathy.
• Problem-solving skills to improve processes for vulnerable customers.

Qualifications:

• Essential: GCSEs in Maths and English.
• Desirable: Accreditation in the management of vulnerable customers.

Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.