Vulnerable Customer Support

We are hiring on behalf of a well-established financial services company for the role of Vulnerable Customer Collections Agent. This position focuses on assisting vulnerable customers and those in arrears, working towards solutions that deliver positive outcomes.

Hours:

35 hours per week, with flexibility required to cover shifts between Monday and Sunday. Business hours are 8am to 8pm on weekdays and 9am to 6pm on weekends.

Key Responsibilities:

• Conduct specialist support and collections activities in accordance with company policies and procedures.


• Provide personalised support to vulnerable customers, ensuring the best possible outcomes.


• Manage forbearance cases to bring agreements up to date.


• Handle inbound and outbound communications while maintaining accurate records.


• Ensure full compliance with all relevant regulations and internal policies.


• Perform affordability assessments and negotiate realistic, sustainable repayment plans.

Requirements:

• Previous experience in supporting vulnerable customers (TEXAS model knowledge is preferred).


• Understanding of FCA regulations.


• Excellent communication and negotiation skills.


• Flexible, detail-oriented, and a strong team player.

This is an outstanding opportunity for someone passionate about customer service and compliance, looking to make a meaningful impact.