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Vulnerable Customer Account Manager
Support vulnerable small-business customers in the UK through compassionate debt recovery. Agree payment plans, clarify balances and connect customers with external support.
विवरण
- Manage a varied portfolio of vulnerable customers throughout debt recovery.
- Agree affordable payment arrangements with customers.
- Explain outstanding balances and payment information in clear, accessible language.
- Connect customers with relevant charities, free legal advice and other external support organisations.
- Communicate with customers in writing and by phone.
- Handle sensitive, emotionally difficult conversations about personal circumstances, mental health and, at times, suicidal thoughts.
- Assess accounts thoughtfully, balancing commercial needs with the circumstances of vulnerable customers.
आवश्यकताएँ
- Demonstrated experience supporting vulnerable customers affected by mental or physical health concerns and significant life events.
- Hands-on experience guiding customers through debt recovery.
- Sound knowledge of financial products such as term loans and credit cards.
- Show empathy, attention to detail, professionalism and resilience in sensitive customer conversations.
- Excellent writing skills, including the ability to compose tailored customer emails.
- Able to meet deadlines while maintaining compliance and high standards under pressure.
- Comfortable speaking with customers experiencing acute distress, depression or suicidal thoughts.
- Able to identify practical ways to use generative AI to simplify daily work and improve productivity.
- Confident using approved AI tools safely and effectively.
- Eligible to work in the UK.
लाभ
- Benefits allowance suited to your personal and family needs.
- Private medical and dental cover.
- Health assessments.
- Access to a digital GP service.
- Life assurance.
- Share schemes.
- Financial coaching.
- Annual budget for learning and development.
- Electric car scheme.
- Cycle-to-work scheme.
- Season ticket loans.
- Recognised parental leave policies.
- Support for fertility treatment and growing your family.
- Barista coffee at the London office.
- Subsidised Just Eat lunches.
- Hybrid work with three days per week in the office.
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