Specialist Vulnerability Agent

Lendable Ltd; Chatham; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Private health insurance

Equity

Hybrid/flexible work

Office kitchen

Job summary

Lendable Ltd is hiring a Specialist Vulnerability Agent to provide empathetic, end-to-end support for vulnerable customers across multiple channels. The role combines advocacy, case management and expert guidance for frontline teams to drive better outcomes.

You will identify and assess vulnerability, ensure accurate statuses, and contribute to continuous improvement of processes and knowledge resources, including AI-assisted tools.

Qualifications

• Previous experience in a contact centre environment with a focus on customer service and/or financial support.
• Proven ability to handle complex queries with empathy, accuracy and ownership.
• Comfortable following structured processes and identifying improvement opportunities in vulnerability support.
• Excellent communication, rapport-building and conflict resolution skills.
• Experience with digital tools and AI-driven platforms is a plus.

Responsibilities

• Take end-to-end ownership of vulnerable customer case management from identification to resolution.
• Provide compassionate, accurate, and personalised support for vulnerable customers.
• Review and validate vulnerability statuses and ensure appropriate support mechanisms.
• Act as a subject matter expert to support frontline colleagues on vulnerable customers.
• Make decisions for best outcomes with sound judgment and empathy.
• Assist with deviations from standard processes to support optimal outcomes.

Job description

## About the roleThe Specialist Vulnerability Agent plays a critical and empathetic customer-facing role, dedicated to providing exceptional support and holistic case management for our most vulnerable customer population. Building on the core responsibilities of a Front-Line Operations Agent, you will take end-to-end ownership of vulnerable customer journeys from identification to resolution. Your expertise will ensure best-in-class support, accurate vulnerability status assessments, and proactive guidance to frontline colleagues. This role is pivotal in shaping and developing our vulnerable customer processes, drawing upon external best practices to drive continuous improvement and ensure optimal outcomes for those who need it most.**Key Responsibilities****Vulnerable Customer Case Management & Advocacy*** Take full ownership and accountability for the end-to-end case management of particularly vulnerable customers, ensuring a seamless and supportive journey from initial identification through to the lifecycle's conclusion.* Deliver compassionate, accurate, and highly personalised support, consistently striving to provide best-in-class service tailored to the unique needs of vulnerable individuals.* Proactively review and validate the accuracy of customers' vulnerability statuses, ensuring appropriate flags and support mechanisms are in place.* Act as a subject matter expert, providing essential support, guidance, and insights to other front-line colleagues on how to identify, interact with, and effectively assist vulnerable customers.* Be accountable for and take ownership of decisions regarding the best possible outcomes for our vulnerable customers, exercising sound judgment and empathy in every situation.* Responsibility and authority to deviate from standard processes, such as ceasing non-regulatory communications, recommending customers for default, and establishing forbearance arrangements beyond typical front-line limits, to ensure optimal customer outcomes**Customer Support & Query Resolution (Core Operational Responsibilities)*** Deliver exceptional support across products/services, efficiently executing processes to handle complex customer queries via multiple channels.* Listen actively and provide clear, accurate responses, adapting communication style to each customer's needs, including those in vulnerable situations or with complex financial queries.* Demonstrate comprehensive knowledge and capability across a wide range of customer service and financial support journeys, ensuring broad coverage for our diverse vulnerable customer population.* Take end-to-end ownership of all customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation.* Build rapport and trust while maintaining control of conversations, ensuring positive and compliant customer outcomes.* Work flexibly across different products and disciplines, adapting to varying service needs and customer queries.**Operational Excellence & Process Execution*** Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.* Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.* Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.* Log all interactions accurately and ensure data integrity for audit and learning purposes.**Continuous Improvement & Process Development*** Continuously shape and develop our vulnerable customer processes, proactively seeking and integrating external best practices to elevate our support framework.* Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems, with a particular focus on vulnerability.* Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency, championing the needs of vulnerable customers.* Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.**Learning & Development*** Respond positively to coaching and feedback, using it to improve performance and customer outcomes, especially in complex vulnerability cases.* Demonstrate initiative in learning new tools, products, and procedures as they are introduced, with a focus on specialist vulnerability support.* Share knowledge and support colleagues, helping to create a culture of collaborative learning around vulnerable customer care.**Experience & Skills*** Previous experience in a contact centre environment with a demonstrable focus on customer service and/or financial support, ideally including exposure to vulnerable customer interactions.* Proven ability to handle complex queries with exceptional empathy, accuracy, and strong ownership.* Confident in following structured processes and able to identify opportunities to improve them, particularly within the context of vulnerability support.* Exceptional communication, rapport-building, and conflict resolution skills, with a proven ability to manage sensitive conversations.* Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms, to enhance vulnerable customer support.* Organised and able to manage multiple complex cases and tasks in a fast-paced setting.* Proactive in offering feedback and participating in process and AI improvement initiatives, with a strong voice for vulnerable customer needs.* Demonstrated understanding and application of external best practices in vulnerable customer support.**Behaviours & Approach*** Deep Customer-focus, with a profound passion for delivering consistent, positive and empathetic outcomes for vulnerable individuals.* Resilient, adaptable, and open to constant change and learning, especially in evolving vulnerability frameworks.* Collaborative, supportive team player committed to shared success, with a strong ability to mentor and guide peers.* High level of accountability and personal ownership for vulnerable customer outcomes and process execution.* Constructive, solutions-focused approach with willingness to challenge the status quo to advocate for better vulnerable customer experiences.* The opportunity to scale up one of the **world's most successful** fintech companies* **Best-in-class** compensation, including equity* You can work from home **every Monday and Friday** if you wish - on the other days we all come together IRL to be together, build and exchange ideas* Enjoy a **fully stocked kitchen** with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday* We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to **private health insurance*** We're an **equal opportunity employer** and are looking to make Lendable the most inclusive and open workspace in London