Collections Officer - Vulnerable Customer Team
Core
Deliver tailored support and vulnerability assessments to customers in financial arrears, managing complex cases and reviewing documentation.
Role type
Specialist Collections Officer (Vulnerable Customer Support)
Builds
Customer support processes and arrears management strategies for a fintech platform
Domain
Financial services / Fintech / SME lending
Deliverable
client delivery
Required skills
Vulnerability assessment, collections and arrears management, financial document review, empathetic communication, stakeholder collaboration, time management
Preferred skills
Contact centre experience, resilience, proactive problem solving
Technologies
None stated
Responsibilities
Taking escalated inbound calls from vulnerable customers in financial difficulty, managing a portfolio of vulnerable customers, conducting vulnerability assessments, reviewing customer documentation (bank statements, income/expenditure forms), collaborating with other departments
Seniority
Individual Contributor