Specialist Vulnerability Agent
Core
End-to-end case management and advocacy for Lendable's most vulnerable customer population, ensuring optimal outcomes through holistic support and process improvement.
Role type
Senior IC Vulnerability Specialist (Customer Operations)
Builds
Holistic support frameworks and improved customer journeys for vulnerable individuals
Domain
Fintech / Consumer Finance / Vulnerable Customer Support
Deliverable
client delivery
Required skills
End-to-end case ownership, vulnerability status assessment, complex query resolution, process deviation authority, empathetic communication, regulatory compliance, AI tool utilization, cross-functional collaboration
Preferred skills
Experience with vulnerable customer interactions, knowledge of external best practices in vulnerability support, ability to mentor peers, proactive process improvement
Technologies
AI-driven platforms, digital customer support tools
Responsibilities
Manage end-to-end cases for vulnerable customers from identification to resolution, validate vulnerability statuses and recommend support mechanisms, guide frontline colleagues on handling vulnerable interactions, deviate from standard processes to ensure optimal customer outcomes, identify process gaps and contribute to continuous improvement initiatives, log interactions for audit and learning purposes
Seniority
Senior, hands-on IC with process ownership