Financial Vulnerability Specialist Cardiff

Applied Intuition Inc.; Cardiff; Hybrid; GBP 27,000 - 34,000; Full time

Job summary

A leading fintech company located in Cardiff is seeking a Vulnerability Officer to provide essential support to vulnerable customers. This hybrid role involves conducting vulnerability assessments, managing customer portfolios, and ensuring high-quality care. The ideal candidate will have experience dealing with vulnerable customers and a strong empathy to serve clients in difficult situations. Benefits include competitive salary, private healthcare, and a supportive work environment focused on inclusivity.

Benefits

Private Healthcare

Annual Learning and Wellbeing Budget

28 days holiday

Enhanced Parental Leave

Cycle to Work Scheme

6 free therapy sessions per year

Dog Friendly Offices

Qualifications

• Experience dealing with vulnerable customers in a telephony-based role.
• Collections experience essential.
• Ability to demonstrate empathy during difficult times.

Responsibilities

• Provide specialist support to customers needing extra care.
• Conduct vulnerability assessments and review customer accounts.
• Manage complex cases and develop strategies to assist vulnerable customers.

Skills

Dealing with vulnerable customers

Empathy

Time management

Data analysis

Collections experience

Job description

We’re Capital on Tap 👋
💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all‑in‑one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏡🏢This is a Hybrid role, the Specialist Support team works from our Cardiff City Centre Offices 3 days per week. Hours are 37.5 hours a week, Monday - Friday between 8am-8pm.

What You’ll Be Doing

You'll be doing important work as a Vulnerability Officer, providing specialist support to customers who need extra care and attention. You'll conduct vulnerability assessments, review customer accounts, and ensure that our vulnerable customers are treated with the utmost care and respect. This role involves managing complex cases, tracking trends, and developing strategies to better assist customers in arrears.

• Taking escalated inbound calls from vulnerable customers in arrears.
• Managing your own portfolio of Vulnerable customers.
• Meeting SLAs and implementing TCF principles.
• Reviewing and conducting vulnerability assessments.
• Working closely with other departments within Capital on Tap.
• In‑depth reviews of hardship documentation – Bank statements and I&Es.

We’re Looking For

• Experience dealing with vulnerable customers in a telephony‑based role.
• Collections experience essential.
• Ability to demonstrate empathy to our customers in hard times.
• Ability to gather information to provide the best outcome.
• Ability to manage your time and work to tight deadlines.
• Prioritise your work and be flexible with new cases that arise.
• Use data to reach the best customers quickly.

Shifts

You’ll work 37.5hrs a week between 8am‑8pm Monday to Friday. The shifts* are:

• 8am‑4:30pm
• 9am‑5:30pm
• 9:30am‑6pm
• 11:30am‑8pm (one in every 4 weeks and can work fully remote that week)

* These shift patterns are illustrative and may change slightly. However they will always fall within the 8am‑8pm bracket.

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

• Starting salary £27,000 – £34,000 depending on experience
• Private Healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4‑week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycle to Work Scheme
• Season Ticket Loan
• 6 free therapy sessions per year
• Dog Friendly Offices
• Free drinks and snacks in our offices

Other Useful Info

• Interview Process:
  • First stage: 30‑minute intro and values call with Talent Partner (Video call)
  • Final stage: 60‑minute experience and team fit interview with the team lead and a few members of the team (In‑person)

Excited to work here? Apply!

If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.).

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don’t have to share this with us and we won’t consider it as part of your application. If you choose not to share this info, it won’t impact your application in any way.

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.