Vulnerable Customer Account Manager
Core
Manage a portfolio of vulnerable customers through debt recovery and collections processes, providing compassionate support and setting up affordable payment plans.
Role type
Senior Customer Account Manager (Collections & Recovery)
Builds
Debt recovery outcomes and sustainable payment arrangements for small business customers
Domain
Fintech / Lending / Debt Recovery
Deliverable
client delivery
Required skills
Empathy, critical thinking, verbal and written communication, financial product knowledge, resilience, ability to handle sensitive mental health situations
Preferred skills
Experience using Generative AI to streamline tasks
Technologies
Generative AI tools
Responsibilities
Guide vulnerable customers through the debt recovery process, set up affordable payment plans, signpost customers to external support organizations, navigate emotionally charged conversations regarding personal circumstances, apply critical thinking to balance commercial requirements with customer needs, proactively identify ways to use AI to improve productivity
Seniority
Mid-Senior, hands-on IC