Job Description
About the team:The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.
What you will be doing:As a Vulnerable Customer Coach within the Financial Support Team, your role is to coach team members in effectively identifying and managing vulnerabilities among mortgage customers. You will play a crucial role in ensuring that the Bank complies with regulatory requirements, maintains a customer-centric approach, and provides appropriate support to customers facing financial difficulties. Your responsibilities will include: Develop workshops to improve staff awareness and understanding of vulnerable customersDeliver coaching sessions to front line colleagues to enhance their communication and problem solving skillsProvide one to one coaching sessions offering appropriate assistance and tailored support to build confidence and competencyMonitor progress and provide constructive feedbackProvide subject matter expertise on complex customer circumstancesStaying up to date with industry regulations and best practices specifically relating to vulnerabilityAnalysing data to identify areas...