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Financial Inclusion Specialist
2 months ago
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 with their financial needs and ensuring they have access to the benefits they are entitled to.
Key Responsibilities- Secure Rental Income: Support customers to maximise their income through welfare benefits, ensuring they receive the correct amount of financial support.
- Financial Support and Advice: Provide guidance and support to customers and colleagues on budgeting and money management, including internal and external financial support applications and referrals.
- Universal Credit Management: Efficiently manage the Universal Credit portal, verifying claims, actioning change of circumstances, and requesting direct payments for rent and arrears.
- Stakeholder Engagement: Work closely with external stakeholders, including the Department of Works & Pensions, Citizens Advice, and support agencies, to respond to issues and concerns.
- Welfare Reform and Legislation: Proactively stay up-to-date with welfare reform and housing benefit legislation, advising customers of available benefits and changes that affect their income.
- Financial Inclusion Campaigns: Support targeted Financial Inclusion campaigns to promote financial awareness and education among our customers.
- Rent Sign-up Appointments: Provide rent sign-up appointments to new customers, setting them up for regular future rent payments.
- Traveller Tenancy Accounts: Monitor Traveller tenancy accounts, negotiate arrears repayments, and offer financial support advice.
- Rents Call Queue: Provide support to the Rents call queue, offering financial advice and signposting to customers.
- Financial Support Page: Maintain and proactively update our Financial Support page on the website, showcasing available support for customers.
- Administrative or Customer Support Experience: 1 year of experience in an administrative or customer support role.
- Knowledge of Benefits: Knowledge of the different types of benefits available to customers of low incomes.
- CRM and Digital Systems: Experience using CRM (or equivalent) and digital systems to drive service improvements.
- Judgment and Decision-Making: Ability to use wise judgment and decision-making to resolve queries quickly and effectively.
- Negotiation and Problem-Solving: Strong negotiation and problem-solving skills.
- Financial Inclusion Experience: Experience of financial inclusion or working within a rental income team providing arrears management solutions.
- Inclusive Behaviours: Demonstrate inclusive behaviours, respecting and embracing difference and listening to other people's unique perspective.
- Communication Skills: Communicate passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
- Organisation and Accuracy: Work in an organised, methodical way with excellent accuracy and attention to detail.
- Self-Motivation and Planning: Be self-motivated and able to work without close supervision, effectively planning and prioritising by focusing on the things that will make the biggest difference.
