Senior Specialist Support Officer (Vulnerable Customers)

Were Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us
We empower you to be innovative and solve complex problems. Take ownership make an impact and thrive in our scaling and agile environment.

Check out thedevelopment opportunities in the Specialist Support team.

This is a Hybrid role the Specialist Support team works from our Cardiff City Centre Offices 3 days per week. Hours are Monday - Friday 9am-6pm.

What Youll Be Doing
The Senior Specialist Support Officer is a pivotal role within our team designed to provide enhanced support for vulnerable customers and high-risk accounts. You will have expertise managing complex cases conducting detailed vulnerability assessments and handling escalated queries.

• Manage a portfolio of high-risk and vulnerable customer accounts ensuring adherence to SLAs and Treating Customers Fairly (TCF) principles.
• Conduct thorough vulnerability assessments to identify and address individual customer needs.
• Perform in-depth reviews of hardship documentation including bank statements and income and expenditure forms to deliver the best outcomes.
• Provide empathetic respectful and professional support to customers facing challenging circumstances.
• Act as a subject matter expert for the team providing guidance and support to colleagues managing complex cases.

Were Looking For

• Demonstrable experience supporting vulnerable customers ideally in a telephony based or collections role within Financial Services.
• Proven ability to handle escalated cases and manage high-risk accounts effectively.
• High emotional intelligence with the ability to show empathy while maintaining professional boundaries.
• Strong analytical skills including the ability to interpret financial data and trends.
• Ability to work across departments to enhance the customer journey and align with strategic goals.
• Confidence in supporting team members and contributing to their professional development.

Must Have

• Experience within Financial Services
• Extensive experience with vulnerable customers within collections/arrears

Diversity & Inclusion
We welcome consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table arcade machine beer tap and a couple of office dogs thrown in for good measure. Check out our benefits:

Starting salary 33000 - 38000 Depending on experience
Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits values and mission here.

Other Useful Info
Interview Process:
First stage: 30 minutes intro and values call with Talent Partner (Video call)
Final stage: 60 minutes experience and team fit interview with the team lead and a few members of the team (In-person)

Other Info
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Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)