Vulnerability Care Advocate

Lendable; Greater London; Híbrido; GBP 32.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working

Health coverage

Retirement & savings

Office meals & snacks

Descripción de la vacante

Lendable is seeking a Specialist Vulnerability Agent to provide empathetic, end-to-end support for our most vulnerable customers. You will own the journey from identification to resolution, ensuring accurate vulnerability status assessments and proactive guidance for frontline staff.

You will handle complex queries across products, build trust, and use digital tools to streamline interactions, contributing to continuous improvement of vulnerability processes.

Formación

• Previous experience in a contact centre environment with a demonstrable focus on customer service and/or financial support.
• Exceptional communication, rapport-building and conflict resolution skills with vulnerable customers.
• Comfortable using digital tools and AI-based platforms to enhance support.

Responsabilidades

• Take full ownership of end-to-end case management for vulnerable customers.
• Deliver compassionate, accurate and personalised support across channels.
• Validate customers' vulnerability status and apply appropriate flags and support.
• Provide guidance to frontline colleagues on identifying and assisting vulnerable customers.
• Make decisions to improve outcomes for vulnerable customers within ethical and regulatory boundaries.
• Deviate from standard processes when needed to safeguard customer outcomes.

Conocimientos

Contact centre experience

Empathy

Communication skills

AI platforms familiarity

Herramientas

AI platforms

Descripción del empleo

Lendable is seeking a Specialist Vulnerability Agent to provide empathetic, end-to-end support for our most vulnerable customers. You will own the journey from identification to resolution, ensuring accurate vulnerability status assessments and proactive guidance for frontline staff.

You will handle complex queries across products, build trust, and use digital tools to streamline interactions, contributing to continuous improvement of vulnerability processes.