Vulnerable Customer Case Handler

Bank of Ireland (UK) plc; Bristol; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a compassionate individual to join their Vulnerable Customer Unit. This role involves assisting customers during emotionally challenging times, ensuring compliance with regulations, and maintaining partnerships with various departments. The ideal candidate will excel in customer service, demonstrating emotional intelligence and problem-solving skills. With a commitment to work-life balance, the company offers flexible working options, generous leave policies, and support for professional development. If you are passionate about making a difference in people's lives, this opportunity is perfect for you.

Benefits

Flexible working options

24 days annual leave

Excellent pension contributions

6 months paid maternity leave

Employee assistance program

WebDoctor

Financial wellbeing coaches

Support for educational qualifications

Qualifications

• Experience in a customer-facing role in Financial Services is essential.
• Excellent attention to detail and quality outcomes for customers.

Responsibilities

• Handle bereavement and vulnerable customer cases with sensitivity.
• Ensure compliance with regulatory requirements and policies.

Skills

Customer Service

Emotional Intelligence

Problem Solving

Attention to Detail

Education

No minimum educational requirements

Job description

What is the opportunity

Addressing a commitment made to the Regulator, the role holder will be responsible for handling a case load of bereavement, vulnerable customer and POA/3rd Party Mandate cases, providing customers and their representatives with a tailored service and point of contact to help them through a potentially difficult stage in their life.

In this role you will:

• Ensuring that personal compliance with the Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls is achieved through the day to day activities associated with this role.
• Receiving and taking ownership of inbound calls / call transfers from customers, representatives and internal departments in relation to notification of a death, vulnerability, financial abuse or POA/3rd Party Mandates while practicing emotional intelligence and sensitivity.
• Handling a case load from notification, engaging with the business to identify accounts, regularly communicating with the customer/representative and making decisions in relation to account activity (closure, funds transfer, reasonable adjustments etc).
• Be a subject matter authority in relation to legislation and requirements linked to probate, inheritance tax requirements, powers of attorney, 3rd party mandates and protection afforded to customers who are victims of financial abuse.
• Maintaining excellent working partnerships with GLS, Compliance and Risk to ensure complex cases receive fair and timely outcomes.
• Undertaking root cause analysis of bereavement and vulnerable customer cases to identify customer struggles, making recommendation for process and procedural change to make the process smooth and pain free for the end user.

What will make you stand out?

You will have demonstrable experience within a multi-product Financial Services Industry in a customer facing role, either face to face or virtual, ideally helping customers through highly charged or emotionally challenging times. Due to the nature of this position excellent attention to detail and focus on delivering quality outcomes for customers through exceptional listening skills and problem solving is crucial.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The UK Vulnerable Customer Unit sits within the UK Customer Relations (UK Customer Complaints) operation as part of the Office of the Chief Operating Officer within Bank of Ireland UK!

In addition to the Vulnerable Customer Unit the UK Customer Relations Team is made up of several different functions that include the processing of UK customer complaints, the management of the Banks relationship with the Financial Ombudsman Service and the fulfilment of Data Subject Access/Rectification requests.

Activity undertaken across the unit is highly regulated by the Financial Conduct Authority (FCA) via its Dispute Resolution Rulebook (DISP), General Data Protection Regulation (GDPR) and FCA best practice linked to deceased and vulnerable customers.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Customer Focused - Self
• Accountable - Self
• Agile - Self
• One Group, one team - Self
• Amplify Capability - Self

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. Reasonable accommodations are offered at every stage of our recruitment process. If you require any assistance, please complete this form and one of our recruitment team members will be in touch via email. Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.