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Vulnerable Customer Advocate

1 month 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 advocating for our customers who may encounter vulnerabilities at various stages of their lives. Your primary responsibility will be to provide an inclusive and supportive customer experience and outcome.

Key Responsibilities

  • Be the key point of escalation for complex vulnerable customer cases, working collaboratively to provide an inclusive and supportive customer experience and outcome. Owning the post-case analysis and feedback.
  • Be responsible for the management and review of Vulnerable Customer data at Nutmeg, providing feedback, reporting on trends and patterns, and bringing to life our customers' stories. Preparing regular reports highlighting key insights and recommendations for changes and improvements.
  • Work towards continuous improvement and ownership of Vulnerable Customer processes for Nutmeg, to not only support our clients but our colleagues. Working in collaboration with the wider vulnerable customer network at Chase and JP Morgan.
  • Develop and support the build of our long-term training solutions to equip staff at Nutmeg with the necessary skills and tools to effectively support and communicate with our Vulnerable Customers. Being a spokesperson for Vulnerable Customers at Nutmeg.
  • Make significant contributions towards changing and improving how we support vulnerable customers by collaborating with internal stakeholders to develop and change policies and procedures. Ensuring we are prioritizing the needs of vulnerable customers while ensuring compliance with relevant regulations and working to be an industry leader. You will contribute to the design, development, and implementation of services and initiatives to ensure these standards are applied and vulnerable customers get good outcomes.
  • Develop your knowledge and understanding of vulnerability to support the business.

Required Qualifications, Capabilities, and Skills

  • UK banking/investments experience
  • Exceptional understanding of the FCA's vulnerable customer guidance
  • Strong communicator
  • Passionate about providing brilliant customer experiences and experiences of complex case management.
  • Empathetic and creative problem solver, who is adaptable and resilient.

Preferred Qualifications, Capabilities, and Skills

  • Data analysis and interpretation experience/skills

This position may require you to work non-traditional hours and/or additional hours as business needs arise. Work schedule might be subject to change.