Vulnerable Customer Account Manager - 12… at fundingcircle · London

WE’RE ON A MISSION TO BACK THE UK’S SMALL BUSINESSES LIKE NO ONE ELSE 🚀 Small businesses are the backbone of the economy, and we’re here to help them win. We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks. At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company. It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts. We’re a high-performing team that chooses to lift each other up. We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better. The impact is real: Last year alone, the businesses on our platform generated £7.2bn for the UK economy 📈 Come and join a mission that matters! [Read our Impact Report https://www.fundingcircle.com/uk/impact] | [See our Trustpilot https://uk.trustpilot.com/review/fundingcircle.com] THE ROLE ⚡ 📍 London (Hybrid) | 🤝 3 days in the office | 💰 Competitive Salary + Benefits You’ll make a real difference for our customers and your team from day one. We believe the fastest way to grow is by doing, so we give you the ownership to run with things and see real-time results. - 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 organisations 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 WHAT WE’RE LOOKING FOR 🌱 We value deep expertise, but a growth mindset and good energy are what really make our team click. We’re a group that chooses to lift each other up and think smart every day. - 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 - Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity - Confident using approved AI tools safely and effectively to enhance your output and find a better way of working - 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 - Desirable: experience handling third parties through the bereavement process We’re building a place where everyone truly feels they belong. Even if your past experience doesn't align perfectly with every requirement, we'd still love to hear from you. WHY JOIN US? 💜 We back you to build an incredible career and by joining us, you'll be part of one of The Sunday Times Best Companies to Work For 2026! As a flexible-first employer, we use a "best of both" approach. We’ll see you in our London office to collaborate – with barista coffee and subsidised Just Eat lunches on us! Our Circler Proposition focuses on five areas: - Flexibility: We provide a benefit allowance you can tailor to your own life and family. - Health: This includes private medical and dental, health assessments, and access to a digital GP. - Wealth: We offer life assurance, share schemes, and financial coaching. - Development: You get a dedicated annual learning allowance to help you level up. - Lifestyle: We have electric car and cycle-to-work schemes, plus season ticket loans. We also have award-winning parental leave policies. We're here to support you through the big life moments, from fertility treatments to new additions to the family. READY TO JOIN A MISSION THAT MATTERS? WE’D LOVE TO CHAT!