Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)

Tasks

Job Title: Sensitive Processes & Vulnerable Customer Specialist (Customer Support Specialist)

In this role, you will manage sensitive and vulnerable customer cases end-to-end, delivering fair and tailored outcomes while ensuring compliance with regulatory requirements. The role exists to protect customers from detriment, ensure fair, tailored outcomes, and support MBFS’ obligations under FCA Vulnerable Customer guidance, Consumer Duty, DISP, and FOS expectations.

Main Accountabilities

Vulnerable Customer & Sensitive Case Management

• Manage a portfolio of sensitive and vulnerable customer cases end-to-end; including but not limited to Bereavement, Terminal & Critical Illness, Long-Term Hospitalisation and Domestic Abuse.
• Engage with customers using empathetic communication, both verbally and in writing.
• Deliver fair, consistent, and customer centric outcomes aligned to FCA Vulnerable Customer and Consumer Duty guidance.
• Ensure all case handling meets applicable regulatory obligations, including FCA Principles, Consumer Duty, and GDPR expectations.

Cross Functional Support

• Proactively and fluidly move resource cross functionally to support business and departmental objectives (KPIs), whilst remaining in tolerance with individual objectives (OPIs), including but not limited to:
  • Inbound customer phone calls
  • Emails/Webforms/MMF Queries/Live Chat

Insight, Governance & Continuous Improvement

• Identify trends, root causes, and learning themes across complaints, sensitive processes and vulnerable customer cases and provide insight and recommendations to improve customer outcomes.
• Contribute to the review and improvement of sensitive and vulnerable customer processes, controls, and governance.

Stakeholder Engagement & Collaboration

• Work collaboratively with internal teams, including but not limited to, Customer Operations, Collections, Recoveries, Compliance.
• Act as a subject matter contact for vulnerability and sensitive case handling within Customer Operations.

About you

Essential

• Experience handling customer interactions, ideally within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar), with a basic understanding of FCA Vulnerable Customer Guidance and Consumer Duty obligations.
• Demonstrate ability to communicate with empathy, clarity, and professionalism in emotionally challenging situations.
• High level of emotional intelligence, resilience, and personal accountability.
• Excellent written communication skills with strong attention to tone, accuracy, and detail.
• Strong organisational skills with the ability to manage complex casework to agreed timescales.

Desirable

• Experience handling sensitive, complex, or vulnerable customer cases within a regulated Financial Services environment (motor finance, consumer credit, banking, or similar).
• Strong understanding of FCA Vulnerable Customer Guidance, Consumer Duty, and complaint/sensitive case handling obligations.
• Experience supporting customers experiencing mental health challenges, bereavement, or safeguarding concerns.
• Familiarity with complaint or case management systems and data driven insight reporting.
• Experience contributing to Consumer Duty outcomes monitoring or vulnerability frameworks.

What’s in it for you?

• Competitive salary and discretionary bonus structure.
• Access to colleague car schemes.
• Participation in pension scheme.
• Flexible benefit pot for personalized benefits.
• Wellbeing resources, including Employee Assistance Programme, Mental Health First Aiders, Inclusion Advocates, and flexible work-life balance options.
• Training and knowledge development opportunities.

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