Specialist Vulnerability Agent

About This Opportunity

Our talent team is representing a confidential fintech organization in their search for a Specialist Vulnerability Agent based in Chatham. This customer-facing role requires exceptional empathy and expertise in supporting vulnerable customers through complex financial situations. You'll take end-to-end ownership of case management while serving as a subject matter expert to frontline colleagues.

Responsibilities

• Take full ownership of case management for vulnerable customers from identification through resolution, ensuring a seamless and supportive journey
• Deliver compassionate, personalized support tailored to the unique needs of vulnerable individuals
• Proactively review and validate vulnerability statuses, ensuring appropriate flags and support mechanisms are in place
• Provide guidance and insights to frontline colleagues on identifying and effectively assisting vulnerable customers
• Exercise authority to deviate from standard processes when necessary, including ceasing non-regulatory communications, recommending forbearance arrangements, and establishing customized support plans
• Deliver exceptional multi-channel support, efficiently handling complex customer queries across products and services
• Meet and exceed targets related to customer satisfaction, quality, and compliance while applying appropriate judgment to specific circumstances
• Utilize AI and digital tools to streamline interactions and deliver faster, more accurate service
• Continuously shape and develop vulnerable customer processes by integrating external best practices
• Provide actionable feedback to enhance knowledge bases, training resources, and AI systems with focus on vulnerability support
• Maintain accurate interaction logs to ensure data integrity for audit and learning purposes

What We're Looking For

• Previous experience in a contact centre environment with demonstrable focus on customer service and financial support, ideally including vulnerable customer interactions
• Proven ability to handle complex queries with exceptional empathy, accuracy, and strong ownership
• Exceptional communication, rapport-building, and conflict resolution skills with ability to manage sensitive conversations
• Confident in following structured processes while identifying opportunities for improvement within vulnerability support contexts
• Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms
• Organized approach with ability to manage multiple complex cases in a fast-paced setting
• Proactive mindset for offering feedback and participating in process improvement initiatives
• Understanding and application of external best practices in vulnerable customer support
• Deep customer focus with passion for delivering positive, empathetic outcomes for vulnerable individuals
• Resilient and adaptable to constant change and learning, especially in evolving vulnerability frameworks
• Collaborative team player with ability to mentor and guide peers
• High level of accountability and personal ownership for customer outcomes

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen your application and qualifications. If you're a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the employer directly, as all communication must flow through our team to ensure a smooth process for everyone involved.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Equal Employment Opportunity: Get A Job.ai is committed to fair and equitable recruiting practices. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.