Vulnerable Customer Account Manager
We are looking for a Vulnerable Customer Account Manager in our Business Support & Complaints team.
Known internally as a 'Business Support Account Manager', the role sits within our Business Support team who play a vital role in managing our vulnerable customer portfolio. This includes customers who require additional care and tailored support due to health difficulties or other personal circumstances impacting their ability to manage their finances effectively. Your work will directly ensure these customers receive the necessary support and guidance through challenging times.

Who are we?
We're Funding Circle. We back small businesses to succeed.
At Funding Circle, we believe the world needs small businesses. That's why we've made it our mission to help them get the finance they need to grow.
With more than a decade of expertise under our belt, we've built a game-changer of a platform with cutting-edge data and technology that's reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash.
We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience.
The role

• Proactively manage a portfolio of vulnerable customers, guiding them through the debt recovery process with empathy and clear communication
• Set up affordable payment plans and clearly explain legal documents to customers
• Effectively signpost customers to relevant charities and organizations that can offer additional support
• Engage effectively with vulnerable customers via phone and email, ensuring their needs are understood and addressed
• Navigate difficult and emotionally charged conversations regarding personal circumstances, including those involving mental health and, at times, suicidal ideation, with compassion and professionalism
• Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day

What we're looking for

• Proven experience in handling vulnerable customers, ideally within a financial services or similar regulated environment
• The ability to be deeply empathetic while maintaining professionalism and resilience during phone conversations about sensitive personal difficulties
• Proficient in crafting clear, bespoke emails tailored to individual customer needs and adept at verbal communication, even in challenging situations
• Thrives in a deadline-driven environment, consistently maintaining high-quality work under pressure
• Skilled in resolving complex situations with a strong focus on achieving positive customer outcomes
• Comfortable speaking with customers who may be experiencing depression or suicidal thoughts. Please consider this aspect carefully before applying if it is triggering for you

At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn't align perfectly with the requirements.

Want to learn more?

• We have a huge impact on the businesses that borrow through our platform, the communities they serve and the overall economy (last year £6.9bn of GDP generated). You can read our full Impact Report here: https://www.fundingcircle.com/uk/impact
• To see what our customers think, visit our Trustpilot page: https://uk.trustpilot.com/review/fundingcircle.com
• And we're still evolving! Our award-winning multi-product platform is solving more SME finance challenges than ever before. We think big, rally together and meet the needs of SME customers like no other.

Why join us?

At Funding Circle, we celebrate and support the differences that make you, you. We're proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better .
As a flexible-first employer we offer hybrid working at Funding Circle, and we've long believed in a 'best of both' approach to in-office collaboration and non-office days. We expect our teams to be in our London office three times a week, where you can take advantage of our newly refurbished hybrid working space, barista made coffee and subsidised lunches (via JustEat) every day!
We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle.

A few highlights:

• Flexibility: We provide you with a benefit allowance so that you can tailor your benefit selection to you and your family's needs.
• Health: Private Medical Insurance, Dental Insurance, Health Cash Plan, Health Assessments (including female fertility health assessments), eyecare vouchers, flu jabs, Wellhub (for discounted flexible gym membership and access to wellbeing apps) access to a free Employee Assistance Programme and free Digital GP for yourself and any children under 16.
• Wealth: Life Assurance, Income Protection, Critical Illness Cover, financial coaching through Octopus Money Coach, a tax-advantaged share scheme, a free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
• Development: Dedicated annual Learning & Development allowance and full access to internal learning platform.
• Lifestyle: Electric Car Scheme, Cycle to Work scheme, Season Ticket Loans, and more!

And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.

Ready to make a difference? We'd love to hear from you.