Financial Inclusion Specialist

7 days ago

Teddington, Greater London, United Kingdom RHP Group Full time
About the Role

We are seeking a highly skilled and experienced Financial Inclusion Specialist to join our team at RHP Group. As a key member of our team, you will play a vital role in supporting our customers to manage their finances and sustain their tenancies.

Key Responsibilities
  • Secure rental income by supporting customers to maximise their income through welfare benefits.
  • Support customers and colleagues with budgeting and money management advice, including internal and external financial support applications and referrals.
  • Efficiently manage the Universal Credit portal, verifying claims, actioning change of circumstances and requesting direct payments for rent and arrears.
  • Work closely with external stakeholders including Department of Works & Pensions, Citizens Advice and support agencies responding to issues and concerns.
  • Proactively keep up to date with welfare reform and housing benefit legislation, advising customers of available benefits and changes which affect their income.
  • Support targeted Financial Inclusion campaigns.
  • Provide rent sign-up appointments to all new customers setting them up to make regular future rent payments.
  • Monitor Traveller tenancy accounts, negotiate arrears repayments and offer financial support advice.
  • Provide support to the Rents call queue, offering financial advice and signposting to customers.
  • Maintain and proactively update our Financial Support page on the website, showcasing available support for customers.
Requirements
  • Experience of working in an administrative or customer support role.
  • Knowledge of the different types of benefits available to customers of low incomes.
  • Using CRM (or equivalent), digital systems and data to drive service improvements.
  • Using wise judgment and decision-making to resolve queries quickly and effectively.
  • Negotiation and problem solving.
Desirable Skills
  • Experience of financial inclusion or working within an rental income team providing arrears management solutions.
Key Behaviours
  • Demonstrate inclusive behaviours, respecting and embracing difference and listening to other people's unique perspective.
  • Communicate passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
  • Working in an organised, methodical way with excellent accuracy and attention to detail.
  • Being self-motivated and able to work without close supervision.
  • Effectively planning and prioritising by focusing on the things that will make the biggest difference.
  • Showing great judgement when faced with ambiguous, complex or conflicting information.
  • Making wise decisions and solving problems without overcomplicating things.

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