Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support vulnerable customers with financial issues and ensure excellent service.
- Company: Join MERJE, a company dedicated to helping those in need.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real difference in people's lives while developing your skills in a meaningful role.
- Qualifications: GCSEs in Maths and English; experience in vulnerable customer support preferred.
- Other info: Remote work options available; must be eligible to work in the UK.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a Vulnerable Customer Support Specialist to provide tailored assistance to customers facing difficult personal circumstances. You will also support the Financial Support Team.
Responsibilities:
- Assist vulnerable customers with mortgage issues, income & expenditure forms, and payment schedules.
- Ensure all customers receive excellent service and support.
- Maintain up-to-date customer records for internal and external reporting.
- Support the SOLD (Shared Ownership for Living and Learning Disabilities) programme.
- Represent the team in senior management meetings and provide monthly updates.
Core Duties:
- Follow the Vulnerable Customer policy to ensure positive outcomes.
- Handle the end-to-end customer journey.
- Identify and recommend process improvements.
- Lead and coach the team in the manager's absence.
- Prioritize urgent tasks and manage workloads.
- Ensure compliance with statutory and regulatory requirements.
- Use specialized tools to support vulnerable customers.
- Maintain accurate records and update systems with new information.
Experience & Skills:
- Essential: Experience in a vulnerable customer specialist role.
- Desirable: 18 months in financial support or arrears role within financial services.
- Intermediate Microsoft Word and Excel skills.
- Strong communication skills and ability to show empathy.
- Problem-solving skills to improve processes for vulnerable customers.
Qualifications:
- Essential: GCSEs in Maths and English.
- Desirable: Accreditation in the management of vulnerable customers.
Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.
Senior Vulnerable Customer Collections Agent employer: MERJE
Contact Detail:
MERJE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Vulnerable Customer Collections Agent
✨Tip Number 1
Familiarise yourself with the Vulnerable Customer policy and related regulations. Understanding these guidelines will not only help you in interviews but also demonstrate your commitment to providing excellent support to vulnerable customers.
✨Tip Number 2
Highlight any previous experience you have in roles that required empathy and problem-solving skills. Be ready to share specific examples of how you've successfully assisted vulnerable customers in the past.
✨Tip Number 3
Prepare to discuss your approach to managing workloads and prioritising tasks, especially in high-pressure situations. This role requires strong organisational skills, so showcasing your ability to handle urgent matters will be beneficial.
✨Tip Number 4
Research the SOLD programme and be prepared to talk about how you can contribute to its success. Showing that you understand the programme's goals and challenges will set you apart from other candidates.
We think you need these skills to ace Senior Vulnerable Customer Collections Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in vulnerable customer support roles. Emphasise any specific achievements or responsibilities that align with the job description, such as handling mortgage issues or managing customer records.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and problem-solving skills. Mention your understanding of the challenges faced by vulnerable customers and how your experience makes you a suitable candidate for this role.
Highlight Relevant Skills: In your application, clearly outline your communication skills and proficiency in Microsoft Word and Excel. Provide examples of how you've used these skills in previous roles to support vulnerable customers effectively.
Follow Up: After submitting your application, consider sending a polite follow-up email if you haven't heard back within a couple of weeks. This shows your enthusiasm for the position and keeps you on their radar.
How to prepare for a job interview at MERJE
✨Show Empathy and Understanding
As a Senior Vulnerable Customer Collections Agent, your ability to empathise with customers is crucial. Prepare examples of how you've successfully supported vulnerable individuals in the past, demonstrating your understanding of their unique challenges.
✨Familiarise Yourself with Relevant Policies
Make sure you understand the Vulnerable Customer policy and any related regulations. Being able to discuss these policies confidently will show that you're well-prepared and knowledgeable about the role's requirements.
✨Highlight Problem-Solving Skills
Be ready to discuss specific instances where you've identified and implemented process improvements for vulnerable customers. This will showcase your proactive approach and ability to enhance customer experiences.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your decision-making and communication skills. Practice responding to hypothetical situations involving vulnerable customers to demonstrate your critical thinking and empathy.
