Vulnerable Customer Advisor
Core
Provide empathetic, specialist support to customers experiencing difficult circumstances, including mental health challenges, gambling, substance use, and financial distress, while advising colleagues on handling sensitive interactions.
Role type
Senior IC customer support specialist (vulnerable customers)
Builds
Bespoke financial tools and account adjustments for vulnerable customers
Domain
Fintech / Banking / Mental Health Support
Deliverable
client delivery
Required skills
Empathy, crisis de-escalation, financial accessibility knowledge, addiction support awareness, team coaching, prioritization
Preferred skills
Experience working with vulnerable people, resilience, high-volume call management
Technologies
Telephone, in-app chat
Responsibilities
Taking escalations from fellow Customer Service Advisors, helping people with addictions make account adjustments, talking to people struggling to afford basic necessities, talking to people who mention suicide, advising fellow Customer Service Advisors on tone and phrasing, understanding customer financial accessibility needs
Seniority
Senior, hands-on IC