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You'll be doing important work as a Vulnerability Officer, providing specialist support to customers who need extra care and attention. You'll conduct vulnerability assessments, review customer accounts, and ensure that our vulnerable customers are treated with the utmost care and respect. This role involves managing complex cases, tracking trends, and developing strategies to better assist customers in arrears.
Job Responsibility:
Taking escalated inbound calls from vulnerable customers in arrears
Manage your own portfolio of Vulnerable customers
Meeting SLAs and implementing TCF principles
Reviewing and conducting vulnerability assessments
Working closely with other departments within Capital on Tap
In depth reviews of hardships documentation - Bank statements and I&Es
Requirements:
Experience dealing with vulnerable customers in a telephony-based role
Collections experience essential
Ability to demonstrate empathy to our customers in hard times
Ability to gather information to provide the best outcome
Ability to manage your time and work to tight deadlines
You can prioritise your work and be flexible with new cases that arise
You use data to reach the best customers quickly
What we offer:
Private Healthcare including dental and opticians services through Vitality