Vulnerable Customer Account Manager

The role

This role assists customers who require additional care and support due to health, financial, and personal circumstances. You will manage a portfolio of vulnerable customers through the collections and recovery process.

What you will do

• Manage a portfolio of diverse vulnerable customers through the debt recovery process.
• Set up affordable payment plans and break down outstanding balances in plain language.
• Signpost customers to relevant charities, free legal advice services, and external support organisations.
• Engage with customers via verbal and written correspondence.
• Navigate difficult and emotionally charged conversations regarding personal circumstances.
• Apply critical thinking to balance commercial requirements with the needs of the vulnerable customer.

Required qualifications

• Proven experience handling vulnerable customers impacted by mental health, physical health and life events.
• Practical experience managing customers through the debt recovery process.
• Strong ability to understand various financial product types such as term loans, credit cards.
• Deep empathy balanced with strong attention to detail, professionalism, and personal resilience.
• Excellent written communication skills to draft tailored emails.
• Ability to thrive in a deadline-driven environment while maintaining compliance and high-quality standards.
• Comfortable speaking with customers who may be experiencing severe distress, depression, or suicidal thoughts.
• Able to proactively identify ways to use Generative AI to streamline daily tasks.
• Confident using approved AI tools safely and effectively.

Benefits

• Benefit allowance you can tailor to your own life and family.
• Private medical and dental.
• Health assessments.
• Access to a digital GP.
• Life assurance.
• Share schemes.
• Financial coaching.
• Dedicated annual learning allowance.
• Electric car and cycle-to-work schemes.
• Season ticket loans.
• Parental leave policies.
• Barista coffee and subsidised Just Eat lunches.

About the company

Funding Circle is a fintech company that uses data to provide funding to UK small businesses. It has the energy of a start-up with the stability of a public company.