Together we create solutions that simplify life for the many people. At Ikano Bank, we thrive on values and collaboration. Join us in making a difference.
At Ikano Bank, our core values - common sense and simplicity, working together, and daring to be different - guide us in all that we do. We believe in operating on fair terms, whether it's for our clients, our customers, or ourselves. Founded by Ingvar Kamprad, with an entrepreneurial spirit and IKEA heritage, we are entrepreneurial bank with big ambitions.
Your role & responsibilities
* Managing the uk bank's most sensitive cases and vulnerable customers. You will act as point of contact for customers that are identified as or consider themselves to be vulnerable.
* Identifying the varying types of vulnerability including health/illness, life events, resilience and capabilities.
* Asking appropriate questions to develop an understanding of the customers situation and the relevant factors relating to their vulnerability.
* Adapting your approach to offer tailored solutions that meet the needs of customers in difficult and sometimes unique situations.
* Signposting customers to specialist support organisations so they can get the help they need.
* Handling customer communication via all channels, including but not limited to email, letter and telephone, having sometimes difficult conversations with our customers.
* Providing ongoing 1-2-1 support to customers where required or agreed with the customer.
* Assisting with the embedding of the fair treatment of vulnerable customers across the bank and being a point of contact and knowledge for other functions should they require direction on how to best support our vulnerable customers.
* Delivering Training to the various other functions that support our vulnerable customers on a regular basis and within our current induction programme for Ikano based staff.
What skills will you bring?
* Excellent written and spoken language skills: Your role will involve contact with co-workers, customers, and key stakeholders.
* MS Office skills: Strong working knowledge of Word, Excel, SharePoint, PowerPoint and Outlook
* Highly organised: You will be managing a range of tasks, so organisation and the ability to plan ahead and prioritise is vital.
* Proactive/Self-Starter: the ability to identify issues and opportunities, whilst being willing to proactively tackle them is important.
* Active listening skills
* Professional and calm under pressure: On occasions you will be dealing with distressed customers in unique situations, you must have resilience to sensitive situations.
* Attention to detail: Each customer is different. You must be able to think outside of the box and adapt to different customer circumstances whilst providing a tailored outcome.
What experience will you bring?
* SME for regulatory compliance in delivering good customer outcomes in consumer finance for vulnerable customers.
* Knowledge of the FCA handbook.
* Experience in development and delivering processes, including identification of vulnerable customers and support.
* Excellent written and verbal communication skills, approachable and ability to provide structured and strategic legal advice to key stakeholders.
* Able to make decisions under pressure, with accuracy and attention to detail.
* Experience of working closing with operational teams, giving one to one pragmatic advice and guidance in a clear and understandable way.
Join us now – together we will find a better way
If you're a professional seeking a new opportunity with a company that values collaboration, diversity, personal growth, and offers impactful projects, Ikano Bank is the place for you. This position is a full-time employment with location in any market within Ikano Bank.
We look forward to receiving your application with a CV no later than the 20 June 2025. Please note that we are unable to accept any applications via email