Vulnerable Customer Specialist
Hybrid · London, England, United Kingdom
Job Summary
Specialist frontline role within Onmo's Specialist Care team focused on supporting vulnerable customers; conduct needs assessments using recognised vulnerability frameworks; agree and implement appropriate forbearance and recovery solutions; signpost and refer to external support; respond to bereavement disclosures with appropriate safeguarding; maintain accurate case notes; apply FCA Consumer Duty principles to ensure good outcomes; collaborate with Operations for seamless case handoffs; escalate complaints when needed; operate within the quality framework to deliver consistent, compassionate support and tailored outcomes for customers in vulnerable circumstances.
Required Qualifications
- Demonstrable experience in a customer-facing financial services role working directly with vulnerable customers; within collections, debt management, or a specialist care environment
- A track record of supporting customers through complex or sensitive circumstances delivering good outcomes
- Experience working alongside or referring into external support organisations such as debt charities, mental health services, or bereavement support providers
- Familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint)
- Ability to apply regulatory guidance and consumer duty principles in customer interactions
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