Vulnerable Customer Account Manager
We are looking for a Vulnerable Customer Account Manager in our Business Support team.
The Business Support Team are responsible for managing the vulnerable customer portfolio. This includes customers who require additional care and tailored support due to their health issues, or other personal circumstances that impact their ability to manage their finances effectively. This role is critical in ensuring that vulnerable customers receive the necessary support
Salary: £30 - 33,500
Who are we?
We’re Funding Circle. We back small businesses to succeed.
At Funding Circle, we believe the world needs small businesses. That’s why we’ve made it our mission to help them get the finance they need to grow.
With more than a decade of expertise under our belt, we’ve built a game-changer of a platform with cutting-edge data and technology that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash.
We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience.
The role
Support vulnerable customers facing financial difficulties
Manage a portfolio of customers needing tailored support through the debt recovery process
Set up affordable payment plans and explain legal documents
Signpost customers to relevant charities and organisations
Communicate effectively with vulnerable customers via phone and email
Handle difficult conversations regarding personal circumstances, including those involving mentions of mental health, including suicide
Opportunity to gain a formal certificate in handling vulnerable customers
Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day
What we’re looking for
Experience in handling vulnerable customers, preferably in financial services
Empathetic yet professional, resilient in phone conversations about personal difficulties
Proficient in writing bespoke emails tailored to customer needs
Thrives in a deadline-driven environment, maintaining quality under pressure
Skilled in resolving complex situations with a focus on customer satisfaction
Exceptional attention to detail, organisational skills, and adherence to regulations
Comfortable speaking with customers experiencing depression or suicidal thoughts (please do not apply if this is triggering)
At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.
Want to learn more?
Why join us?
At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better.
We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Weath, Development & Lifestyle.
A few highlights:
Health: Private Medical Insurance through Aviva, Dental Insurance through Bupa, MediCash, access to free online therapy sessions and exclusive discounts with Hertility for reproductive health support.
Wealth: Octopus Money Coach, free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
Development: Dedicated annual learning allowance and full access to internal learning platform.
Lifestyle: Wellhub (for fitness discounts), Electric Car Scheme and more!
And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.
Ready to make a difference? We’d love to hear from you.
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