Vulnerable Customer Support Officer

Were Capital on Tap
Capital on Tap started because small businesses were underserved. Big banks were slow their products werent fit for purpose and small business owners often couldnt access what they needed. We set out to fix that.

Today were a financial platform - not just a credit card company. We offer a best-in-class business credit card SME-focused spend management platform a savings product that hit 1 billion in funds within its first year and a growing suite of tools and financial products that make running a small business easier.

1000 employees 20bn in annual card spend 200000 customers 17000 Trustpilot reviews averaging 4.7 stars and were profitable. Weve done a pretty good job so far but were just getting started!

Check out thedevelopment opportunities in the Specialist Support team.

Cardiff 3 days in office 2 from home (Fully office-based for the first 3 months)

Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.

Specialist Support Team

As a member of our Specialist Support team youll play a vital role in delivering tailored support to customers who require additional care. Youll carry out detailed vulnerability assessments review customer accounts and ensure every individual is treated with empathy dignity and respect. The role involves managing complex cases identifying emerging trends and contributing to strategies that enhance support for customers in arrears.

We encourage applicants to carefully consider the nature of this role as it involves handling sensitive conversations that may be emotionally challenging at times. We kindly ask that you apply only if you feel comfortable managing these types of discussions in a professional and supportive manner.

What Youll Be Doing

• Taking escalated inbound calls from vulnerable customers who are in arrears.
• Managing your own portfolio of vulnerable customers and providing outstanding support and service.
• Meeting SLAs and implementing TCF principles.
• Reviewing and conducting vulnerability assessments in order to best serve our customers and organisation.
• Work closely and collaboratively with other departments within Capital on Tap
• Conducting in-depth reviews of hardships documentation - Bank statements and I&Es

Were Looking For

• Experience in a collections role is essential.
• Current or prior experience dealing with vulnerable customers in a telephony based role.
• Ability to demonstrate empathy to our customers in hard times.
• A resilient attitude to proactively helping support our customers in the best possible way.
• Excellent time management and strong communication skills.

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 27000 - 34000 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.

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.)