Vulnerable Customer Advocate

1 day ago

London, Greater London, United Kingdom Nutmeg Saving and Investment Limited Full time

As a Vulnerable Customer Consultant/Specialist at Nutmeg Saving and Investment Limited, you will play a pivotal role in shaping our approach to supporting customers who may be vulnerable. Your primary objective will be to provide exceptional customer experiences, ensuring that our clients receive the highest level of care and support.

Key Responsibilities:

  • Act as the primary point of escalation for complex vulnerable customer cases, working collaboratively to deliver inclusive and supportive customer outcomes.
  • Manage and review Vulnerable Customer data, providing insightful feedback, reporting on trends, and bringing customer stories to life.
  • Contribute to the development and implementation of processes to support vulnerable customers, both internally and externally, in collaboration with the wider vulnerable customer network.
  • Design and deliver training solutions to equip staff with the necessary skills and tools to effectively support and communicate with vulnerable customers.
  • Collaborate with internal stakeholders to develop and refine policies and procedures, ensuring compliance with relevant regulations and prioritizing the needs of vulnerable customers.
  • Stay up-to-date with the latest knowledge and understanding of vulnerability to support business growth.

Requirements:

  • UK banking/investments experience
  • Exceptional understanding of the FCA's vulnerable customer guidance
  • Strong communication skills
  • Passion for delivering exceptional customer experiences and complex case management
  • Empathetic and creative problem-solving skills, with adaptability and resilience

Preferred Qualifications:

  • Data analysis and interpretation experience/skills

This role may require working non-traditional hours and/or additional hours as business needs arise. Work schedule may be subject to change.

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