Vulnerable Customer Support Specialist

Anderson Knight is delighted to be supporting a leading financial services organisation in the recruitment of a Vulnerable Customer Support Specialist.

Responsible for delivering tailored support to customers identified as vulnerable, ensuring fair and positive outcomes. 

The role involves managing customer agreements across various stages — including current, arrears, and default, while maintaining a strong understanding of processes across all servicing departments. 

Location:     Glasgow - Hybrid (after training & probation)
Hours:         35 per week Monday to Friday 8am-6pm, working 1 saturday in every 4 weeks.
Salary:     £25,000 

What you’ll be doing:
•    Carry out all specialist support activities in line with company policies, procedures, and overall business strategy.
•    Identify and support customers with characteristics of vulnerability, ensuring fair and positive outcomes while accurately updating and maintaining records in the vulnerable customer log.
•    Manage inbound and outbound communications related to specialist support, ensuring all customer interactions are recorded accurately and promptly.
•    Administer and monitor forbearance cases, offering suitable extensions or arrangements with the goal of restoring customer agreements to good standing.
•    Provide oversight of work undertaken by other departments on accounts involving vulnerability or forbearance, ensuring consistency and compliance across processes.
•    Manage agreements for deceased customers by liaising with third parties, obtaining the required documentation, and presenting appropriate options to executors or representatives.
•    Prepare and issue customer correspondence—including letters, emails, and text messages—ensuring clarity, professionalism, and accurate record-keeping.
•    Maintain performance standards in line with company targets and expectations, contributing to overall team and business objectives.
•    Ensure effective account management by keeping all customer records, vulnerability details, and contact interactions up to date and accurately documented.
•    Adhere to all compliance and regulatory requirements, with particular attention to policies surrounding vulnerable customer management.
•    Conduct accurate affordability assessments and make informed decisions that promote fair and sustainable outcomes for customers.
•    Engage, advise, and negotiate with vulnerable customers to establish affordable, realistic, and sustainable repayment plans that deliver the best possible customer outcomes.

What we’re looking for:
•    Previous experience in supporting vulnerable customers
•    Demonstrate strong telephone skills with the ability to build rapport and communicate well whilst delivering positive outcomes.
•    Experience in motor finance and a collections environment is preferred
•    Able to demonstrate knowledge of FCA handbook.

Benefits:
•    33 days’ holiday (25 days annual leave + 8 public holidays).
•    An additional day off on your birthday.
•    Discretionary bonus scheme.
•    15% pension contribution.
•    Private medical insurance and eyecare support.

Please send your CV in confidence to apply.