Find More Than 10K+
United Kingdom Jobs

Job description

Vulnerable Customer Advisor

Financial Services - 118 118 Money

At 118 118 Money, we help people every day. Our innovative personal loans and revolutionary credit cards have been game changers in the UK financial services space, giving folks access to the affordable credit that we believe they deserve.

Based in Cardiff, this is an exciting and challenging position for a proactive, highly motivated and energetic individual who thrives on new challenges and enjoys working in a fast-paced, highly flexible environment. This role will report into the Senior Vulnerable Customer Advisor.

This role will support the business and customer journey and the successful candidate will become a specialist in supporting our vulnerable customers. The applicant will be responsible for all vulnerable customer activity helping ensure the company meets its requirements under our vulnerable customer policy and the FCA’s regulatory requirements.

The ideal candidate will have great customer service skills and be able to make recommendations and decisions which result in the best outcome for the individual and the business.

Key Responsibilities & Objectives:

• Acting with due care where a customer is identified as being vulnerable, and ensuring forbearance is applied where applicable
• Signpost customers to additional support services as appropriate
• Actively engage and build trust with customers providing advice appropriate to their circumstances
• Proactively support and probe to ensure full understanding of customers circumstances and need for tailored support
• Deliver appropriate customer service that responds flexibly to the needs of vulnerable customers
• Ensure accounts are monitored and worked accordingly to SLAs
• Provide colleagues and customers with a professional and knowledgeable service at all times
• Negotiate with customers in difficulty on how best to bring their accounts up to date or agree a suitable repayment plan that works for both the customer and the business
• Carry out full income and expenditure risk assessments and making repayment decisions in line with TCF principles and the company's strategies
• Make recommendations to the business where applicable to write off a customer’s loan
• Liaising with external parties when a customer notifies us they are in a debt management plan
• Identify situations that may require specialist handling (e.g. Fraud or Legal) and refer these on as appropriate
• Actively review and improve the vulnerable customer processes against business and customer measures from design to implementation
• Maintain knowledge and understanding of all relevant policies and procedures, including forbearance and support tools available for customers, being compliant at all times.
• Keep abreast of regulatory guidance and industry best practice in relation to the treatment of vulnerable customers
• Review and implement processes and procedures to improve productivity
• Ensure best practice and compliance is adhered at all times
• Maintain an up-to-date knowledge of regulatory and legislative information related to Consumer Finance products and services (e.g. GDPR, TCF etc.)
• Efficiently complete and pass all relevant internal training and assessments as required
• Any other tasks as deemed reasonable by the business

What you’ll need:

• Experience working within financial services
• Experience of working with vulnerable customers is desirable
• Strong independent organisational planning and communication skills
• An awareness of the collections process
• Excellent attention to detail
• Excellent verbal and written communication skills
• Flexibility, enthusiasm and a strong team player
• Analytical and critical reasoning skills
• Computer literacy including MS Office
• Stakeholder management skills
• Comfortable communicating with senior management
• Self-motivated and able to work to tight deadlines and manage their workload

Like what you’ve heard? Great - apply now!

As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know and we’ll do our best to accommodate them.

Following your application, we will want to learn more about you, your motivations, experiences, and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.

If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an exciting future

Equal Opportunity Employer

At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment.

How we handle your data

118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.

Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.

118 118 Money does not use automated decisioning or profiling when selecting candidates.

For your rights under GDPR please see our Privacy Policy

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Job Types: Full-time, Permanent

Salary: £25,000.00 per year

Benefits:

• Life insurance
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Cardiff, CF24 2SA: reliably commute or plan to relocate before starting work (required)

Experience:

• working with vulnerable customers in financial services: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Cardiff, CF24 2SA

Application deadline: 07/04/2023