Vulnerable Customer Support Specialist – FinTech Impact

Capital on Tap; Cardiff; Hybrid; GBP 27,000 - 34,000; Full time

Job summary

A growing fintech company in Cardiff is seeking a Vulnerability Officer to provide essential support for vulnerable customers. This hybrid role involves conducting assessments, managing cases, and ensuring customers receive proper care. Ideal candidates will have experience in handling vulnerable clients, a strong empathetic approach, and a capacity to work under pressure. A competitive salary and excellent perks are offered.

Benefits

Starting salary £27,000 – £34,000

Private Healthcare through Vitality

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

Dog Friendly Offices

Free drinks and snacks

Responsibilities

• Provide specialist support to vulnerable customers.
• Conduct vulnerability assessments and review customer accounts.
• Manage complex cases and track trends.
• Take escalated calls from vulnerable customers in arrears.
• Manage a portfolio of vulnerable customers.

Skills

Experience dealing with vulnerable customers in a telephony-based role

Collections experience

Ability to demonstrate empathy

Ability to gather information

Ability to manage time and meet deadlines

Prioritization skills

Data-driven decision making

Job description

A growing fintech company in Cardiff is seeking a Vulnerability Officer to provide essential support for vulnerable customers. This hybrid role involves conducting assessments, managing cases, and ensuring customers receive proper care. Ideal candidates will have experience in handling vulnerable clients, a strong empathetic approach, and a capacity to work under pressure. A competitive salary and excellent perks are offered.