Specialist Support Officer - Vulnerable Customers

Capital on Tap; Cardiff; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

An innovative fintech company is seeking a dedicated Specialist Support professional to join their dynamic team. In this hybrid role, you will provide essential support to vulnerable customers, managing your own portfolio and ensuring the best outcomes through empathy and strong information-gathering skills. With a commitment to inclusivity and a fun office environment, this role offers a unique opportunity to make a meaningful impact while enjoying great perks, including private healthcare, a generous holiday allowance, and a supportive team culture. If you're ready to thrive in a fast-paced environment, this position is perfect for you.

Benefits

Private healthcare including dental and optical services

Worldwide travel insurance

Anniversary rewards

Salary sacrifice pension scheme

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

Qualifications

• Experience dealing with vulnerable customers in a telephony-based role.
• Strong information-gathering skills to provide the best outcomes.

Responsibilities

• Providing specialist support to vulnerable customers and conducting assessments.
• Managing complex cases and developing strategies for customer assistance.

Skills

Empathy

Time Management

Information Gathering

Data-Driven Approach

Telephony Experience

Collections Experience

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.

Check out the development opportunities in the Specialist Support team.

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

• Providing specialist support to vulnerable customers, including conducting vulnerability assessments and reviewing accounts.
• Managing complex cases, tracking trends, and developing strategies to better assist customers in arrears.
• Handling escalated inbound calls from vulnerable customers in arrears.
• Managing your own portfolio of vulnerable customers.
• Meeting SLAs and implementing TCF principles.
• Collaborating with other departments within Capital on Tap.
• Reviewing hardships documentation such as bank statements and income & expenditure statements.

We're Looking For

• Experience dealing with vulnerable customers in a telephony-based role.
• Collections experience (ideally).
• Empathy and the ability to demonstrate it to customers in difficult times.
• Strong information-gathering skills to provide the best outcomes.
• Good time management skills and the ability to work to tight deadlines.
• Flexibility to prioritize new cases as they arise.
• Data-driven approach to reaching the right customers efficiently.

Diversity & Inclusion

We welcome 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 foster a fun office environment with amenities like a pool table, arcade machine, beer tap, and office dogs. Our benefits include:

• Salary £26,000 - £32,000 depending on experience.
• Private healthcare including dental and optical services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary rewards (£250, £500, £750, and a 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 the office.

Other Useful Info

Interview Process:

1. First stage: 30-minute intro and values call with Talent Partner (video).
2. Final stage: 60-minute experience and team fit interview with the team lead and members (in-person).

Additional Info:

Check out our 'Top Tips' for interviewing and stay updated on job opportunities by following us on LinkedIn. For questions, email [e-mail].

Excited to work here? Apply!

If you're interested in growing your career with our fast-growing, profitable fintech, click apply. We aim to respond within 3 working days (up to 5 during busy periods).