Vulnerable Customer Consultant
$27,500–$31,500 year
On-siteWolverhampton, England, United Kingdom
Job Summary
Support vulnerable customers experiencing financial difficulties by communicating to understand their needs, offering tailored mortgage solutions, and assisting with income and expenditure forms. Investigate and monitor mortgage interest or benefit agency payments while exploring forbearance options using specialist tools such as TEXAS, CARERS, IDEA, CRISIS, and BRUCE. Ensure compliance with statutory and regulatory requirements, including treating customers fairly, and provide a no-barrier point of contact by taking over difficult calls when needed. Offer support to colleagues seeking advice on vulnerable customer cases while delivering excellent service to those in difficult circumstances. Work 35 hours weekly between 0800 and 1800 hours within the Financial Support Team.
Required Qualifications
- Experience in a vulnerable customer specialist role
- Experience supporting vulnerable customers with varying needs
- Strong verbal and written communication skills
- Advanced skills in using empathy, resilience and discretion
- Experience in a vulnerable customer specialist role is essential
- Experience supporting vulnerable customers with varying needs
- Strong verbal and written communication skills
- Advanced skills in using empathy, resilience and discretion
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