Specialist Vulnerability Agent

The role

The Specialist Vulnerability Agent provides empathetic support and end-to-end case management for vulnerable customers. You will manage vulnerable customer journeys from identification to resolution and help develop processes to improve support.

What you will do

• Take full ownership and accountability for end-to-end case management of vulnerable customers.
• Deliver compassionate and personalised support tailored to unique needs.
• Review and validate the accuracy of customers' vulnerability statuses.
• Act as a subject matter expert providing guidance to front-line colleagues.
• Make decisions regarding outcomes for vulnerable customers, including deviating from standard processes.
• Handle complex customer queries via multiple channels.
• Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance.
• Use AI and digital tools to streamline customer interactions.
• Identify process gaps and communicate them to relevant teams.
• Shape and develop vulnerable customer processes using external best practices.

Required qualifications

• Previous experience in a contact centre environment with a focus on customer service and/or financial support.
• Ability to handle complex queries with empathy, accuracy, and ownership.
• Ability to follow structured processes and identify opportunities to improve them.
• Exceptional communication, rapport-building, and conflict resolution skills.
• Skilled in using digital tools and comfortable adopting new technologies including AI-driven platforms.
• Organised and able to manage multiple complex cases and tasks in a fast-paced setting.
• Proactive in offering feedback and participating in process and AI improvement initiatives.
• Demonstrated understanding and application of external best practices in vulnerable customer support.

Nice to have

• Ideally including exposure to vulnerable customer interactions

Benefits

• Flexible working
• Socials and connection opportunities
• Private health cover
• Retirement savings plans
• Employee referral programme bonus
• Fully stocked kitchen
• Complimentary lunches on in-office days at select locations
• Cycle-to-work scheme in select locations
• Electric vehicle salary sacrifice schemes in select locations

About the company

Lendable is a fintech company building technology to help people get credit and save money. It is one of the UK's fastest-growing tech companies and a unicorn.