Vulnerable Customer Support Officer
The Vulnerable Customer Support Officer at Capital on Tap is a key member of the Specialist Support team, dedicated to providing tailored assistance to customers facing financial difficulties. This role involves conducting detailed vulnerability assessments and managing complex cases to ensure each customer receives empathetic and respectful support. Capital on Tap is committed to helping small business owners by offering comprehensive credit card and spend management solutions, serving over 200,000 businesses worldwide.
Key responsibilities include handling escalated inbound calls from vulnerable customers in arrears, managing a personal portfolio of such customers, and delivering outstanding support and service. The officer is expected to meet service level agreements (SLAs), implement Treating Customers Fairly (TCF) principles, and collaborate closely with other departments. Additionally, the role involves conducting in-depth reviews of hardship documentation, such as bank statements and income and expenditure assessments.
Candidates must have experience in a collections role and prior experience dealing with vulnerable customers in a telephony-based position. The ability to demonstrate empathy, resilience, and strong communication skills is essential. Excellent time management and a proactive attitude toward supporting customers are also required.
The position offers a starting salary between £27,000 and £34,000, depending on experience. Benefits include private healthcare with dental and optician services, worldwide travel insurance, anniversary rewards, a salary sacrifice pension scheme with up to a 7% match, 28 days of holiday plus bank holidays, an annual learning and wellbeing budget, enhanced parental leave, a cycle-to-work scheme, a season ticket loan, six free therapy sessions per year, and dog-friendly offices.
Capital on Tap fosters a collaborative and supportive company culture, emphasizing career development and progression. The organization values inclusivity and encourages applications from individuals who share this commitment. With a focus on innovation and customer-centric solutions, Capital on Tap provides growth opportunities for employees seeking to make a meaningful impact in the fintech industry.