Anderson Knight is delighted to be supporting a leading financial services organisation in the recruitment of a Vulnerable Customer Support Specialist.
Responsible for delivering tailored support to customers identified as vulnerable, ensuring fair and positive outcomes.
The role involves managing customer agreements across various stages — including current, arrears, and default, while maintaining a strong understanding of processes across all servicing departments.
Location: Glasgow - Hybrid (after training & probation)
Hours: 35 per week on a shift rotation covering –
8am-4pm, 9am-5pm, 10am-6pm, 11am-7pm, 12pm-8pm.
Salary: £25,000
What you’ll be doing:
• Carry out all specialist support activities in line with company policies, procedures, and overall business strategy.
• Identify and support customers with characteristics of vulnerability, ensuring fair and positive outcomes while accurately updating and maintaining records in the vulnerable customer log.
• Manage inbound and outbound communications related to specialist support, ensuring all customer interactions are recorded accurately and promptly.
• Administer and monitor forbearance cases, offering suitable extensions or arrangements with the goal of restoring customer agreements to good standing.
• Provide oversight of work undertaken by other departments on accounts involving vulnerability or forbearance, ensuring consistency and compliance across processes.
• Manage agreements for deceased customers by liaising with third parties, obtaining the required documentation, and presenting appropriate options to executors or representatives.
• Prepare and issue customer correspondence—including letters, emails, and text messages—ensuring clarity, professionalism, and accurate record-keeping.
• Maintain performance standards in line with company targets and expectations, contributing to overall team and business objectives.
• Ensure effective account management by keeping all customer records, vulnerability details, and contact interactions up to date and accurately documented.
• Adhere to all compliance and regulatory requirements, with particular attention to policies surrounding vulnerable customer management.
• Conduct accurate affordability assessments and make informed decisions that promote fair and sustainable outcomes for customers.
• Engage, advise, and negotiate with vulnerable customers to establish affordable, realistic, and sustainable repayment plans that deliver the best possible customer outcomes.
What we’re looking for:
• Previous experience in supporting vulnerable customers
• Demonstrate strong telephone skills with the ability to build rapport and communicate well whilst delivering positive outcomes.
• Experience in motor finance and a collections environment is preferred
• Able to demonstrate knowledge of FCA handbook.
Benefits:
• 33 days’ holiday (25 days annual leave + 8 public holidays).
• An additional day off on your birthday.
• Discretionary bonus scheme.
• 15% pension contribution.
• Private medical insurance and eyecare support.
Please send your CV in confidence to apply