Vulnerable Customer Care Specialist

Who we are.

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 4 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

About the role.

We are actively seeking a compassionate and experienced Vulnerable Customer Care Specialist to join our team. This role is dedicated to providing exceptional care and support to vulnerable customers who may be facing financial challenges. As a key member of our team, you will play a crucial role in resolving customer issues, ensuring compliance with regulations, and maintaining a high level of empathy and understanding throughout the customer journey.

Day-to-day responsibilities.

• Utilise extensive experience and sound judgement to resolve issues for vulnerable customers, following Zilch's defined policies and processes.
• Demonstrate a quick understanding and effective translation of complex information to formulate potential resolutions tailored to the unique needs of vulnerable customers.
• Exhibit active listening skills and exceptional problem-solving capabilities, paying careful attention to the specific challenges faced by vulnerable individuals.
• Possess a deep understanding of FCA regulations, Consumer Duty, CONC, GDPR, and Data Protection Policies and regulations, applying them rigorously in all customer interactions.
• Draw upon previous customer care experience, preferably within the financial services sector, to provide specialised support to vulnerable customers.
• Show empathy and emotional intelligence in all situations, particularly when dealing with vulnerable customers experiencing financial difficulty, ensuring their needs are understood and addressed appropriately.
• Confidently communicate with customers in challenging situations, providing empathy without judgment, and effectively explaining available options and solutions in a clear and concise manner while handling objections.
• Demonstrate exceptional attention to detail and investigative skills, thoroughly examining customer inquiries and taking appropriate action to resolve their issues.
• Act as a point of referral for teams when specialist knowledge is needed or complex situations arise, providing guidance and support for vulnerable customer case management.
• Prioritise difficult conversations effectively, ensuring vulnerable customers receive the necessary attention, support, and resolution within a timely manner.
• Foster relationships with initiatives aimed at increasing our footprint with agencies supporting vulnerable individuals, such as Debt Charities and Digital Recovery Agencies.

What we’re looking for.

• Proven experience in customer care, with a strong emphasis on managing vulnerable customer cases, ideally within the financial services sector.
• Excellent understanding of FCA regulations and compliance requirements related to vulnerable customer care.
• In-depth knowledge of Consumer Duty, CONC, GDPR, and Data Protection Policies, applying them rigorously to protect the rights and privacy of vulnerable customers.
• Exceptional problem-solving abilities, particularly in addressing complex issues faced by vulnerable individuals.
• Natural empathy and high emotional intelligence to handle sensitive customer situations with care, understanding, and respect.
• Effective communication skills, both verbal and written, adapting to the unique needs and circumstances of vulnerable customers.
• Meticulous attention to detail and a strong ability to investigate and analyse customer inquiries comprehensively.
• Proven ability to work independently, utilising sound judgement to make decisions while operating in a fast-paced environment.
• Familiarity with government initiatives and organisations supporting vulnerable individuals, demonstrating a commitment to holistic customer care.
• While collections experience is desired, it is not essential for this role.

Benefits

Compensation & Savings

• Pension scheme
• Death in Service scheme
• Income Protection
• Share Options Scheme
• 5% back on in-app purchases
• £200 for WFH Setup

Health & Wellbeing

• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face)
• Prescribed medication
• In-patient, day-patient and out-patient care
• Mental health support
• Optical, dental & audiological cover
• Physiotherapy
• Advanced cancer cover
• Menopause support
• Employee Assistance Programme including
• Unlimited mental health sessions
• 24/7 remote GP & physiotherapy
• 24/7 helpline for emotional & practical support
• Savings & discounts on everyday shopping
• 1:1 personalised wellbeing consultations
• Gym membership discounts

Family Friendly Policies

• Enhanced maternity pay
• Enhanced paternity pay
• Enhanced adoption pay
• Enhanced shared parental leave

Learning & Development

• Professional Qualifications
• Professional Memberships
• Learning Suite for e-courses
• Internal Training Programmes
• FCA & Regulatory training

Workplace Perks

• Hybrid Working
• Casual dress code
• Workplace socials
• Healthy snacks