Specialist Support Officer - Vulnerable Customers Manchester

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

Job summary

A fintech company in Manchester seeks a Vulnerability Officer to provide essential support to vulnerable customers. The role requires conducting assessments, managing cases, and demonstrating empathy. With a hybrid work model, employees enjoy a supportive environment and various perks, including private healthcare and a generous salary. Ideal candidates have experience in collections and possess strong time management skills, ensuring the best outcomes for customers in need.

Benefits

Starting salary £27,000 - £34,000

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday plus bank holidays

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Qualifications

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

Responsibilities

• Conduct vulnerability assessments and review customer accounts.
• Manage a portfolio of vulnerable customers.
• Take escalated inbound calls from vulnerable customers in arrears.

Skills

Empathy

Time management

Data analysis

Telephony experience

Collections experience

Flexibility

Job description

Manchester

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 Manchester 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.


• Manage 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 hardships 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


• You can prioritise your work and be flexible with new cases that arise


• You 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

We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

• 💷 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 minutes intro and values call with Talent Partner (Video call)


• Final stage: 60 minutes 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.)