Vulnerable Customer Account Manager

Overview

In this role you support vulnerable customers through the debt recovery journey with empathy and clear communication. You will balance commercial needs with customer well-being, guiding with accessible explanations and tailored payment options. You’ll work within a cross-functional Collections team to navigate sensitive situations and use digital tools to improve workflow. This position offers meaningful impact by helping individuals in hardship while upholding compliance and quality standards. You will join a mission-driven fintech that values compassionate, high-integrity support and responsible debt recovery.

Pay / Benefits

• flexible-first approach
• private medical and dental
• life assurance and share schemes
• annual learning allowance
• electric car and cycle-to-work schemes
• season ticket loans

Responsibilities

• Manage a portfolio of vulnerable customers through the debt recovery process
• Set up affordable payment plans and explain balances in plain language
• Signpost customers to charities, legal aid, and external support services
• Engage customers via verbal and written communication
• Navigate emotionally charged conversations with compassion and resilience
• Apply critical thinking to balance commercial needs with customer needs
• Proactively identify ways to use Generative AI to streamline tasks and boost productivity
• Use approved AI tools safely to enhance output and working methods

Key requirements

• Proven experience handling vulnerable customers affected by health or life events
• Experience managing customers through debt recovery processes
• Strong understanding of financial product types (e.g., term loans, credit cards)
• High empathy with attention to detail and resilience in sensitive interactions
• Excellent written communication skills for tailored emails
• Ability to meet deadlines while maintaining compliance and quality standards
• Comfort with discussing severe distress, depression, or suicidal thoughts with care

• empathy
• communication
• resilience
• Generative AI fluency
• proficiency with approved AI tools
• risk and compliance awareness

…