Proactively manage a portfolio of vulnerable customers, guiding them through the debt recovery process with empathy and clear communication
Set up affordable payment plans and clearly explain legal documents to customers.
Effectively signpost customers to relevant charities and organisations that can offer additional support
Engage effectively with vulnerable customers via phone and email, ensuring their needs are understood and addressed
Navigate difficult and emotionally charged conversations regarding personal circumstances, including those involving mental health and, at times, suicidal ideation, with compassion and professionalism

Proven experience in handling vulnerable customers, ideally within a financial services or similar regulated environment
The ability to be deeply empathetic while maintaining professionalism and resilience during phone conversations about sensitive personal difficulties
Proficient in crafting clear, bespoke emails tailored to individual customer needs and adept at verbal communication, even in challenging situations
Thrives in a deadline-driven environment, consistently maintaining high-quality work under pressure
Skilled in resolving complex situations with a strong focus on achieving positive customer outcomes
Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity
Confident using approved AI tools safely and effectively to enhance your output and find a better way of working
Comfortable speaking with customers who may be experiencing depression or suicidal thoughts.

Flexibility: We provide a benefit allowance you can tailor to your own life and family.
Health: This includes private medical and dental, health assessments, and access to a digital GP.
Wealth: We offer life assurance, share schemes, and financial coaching.
Development: You get a dedicated annual learning allowance to help you level up.
Lifestyle: We have electric car and cycle-to-work schemes, plus season ticket loans.
Award-winning parental leave policies.

Vulnerable Customer Account Manager

Key skills