About This Role

Summary of the role

As a Vulnerable Customer Lead, you will be responsible for developing and implementing strategies to support and protect vulnerable customers within the financial services sector. Your role will involve ensuring compliance with regulatory requirements, enhancing customer experience, and leading initiatives to identify and mitigate risks associated with vulnerable customers.

What you'll be doing

• Strategy Development - Develop and implement strategies to support vulnerable customers, ensuring alignment with regulatory guidelines and company policies.
• Risk Management - Identify, assess, and mitigate risks related to vulnerable customers, including financial exploitation and diminished financial capacity.
• Compliance - Stay updated with relevant regulations and ensure the company complies with all requirements. This includes preparing and submitting necessary reports to regulatory bodies.
• Customer Support - Provide direct support to vulnerable customers, including conducting interviews and investigations to address their needs and concerns.
• Training and Education - Develop and deliver training programs for staff to enhance their understanding and ability to support vulnerable customers. Educate customers and their families on best practices to reduce risks.
• Collaboration - Work closely with internal teams, external partners, and regulatory authorities to enhance support for vulnerable customers. Foster strong relationships to enhance collaborative efforts.
• Monitoring and Reporting - Contribute to the development and refinement of company policies related to the treatment and support of vulnerable customers. These responsibilities ensure that the company not only complies with regulations but also provides a high level of care and support to its vulnerable customers. Regularly monitor the effectiveness of initiatives aimed at supporting vulnerable customers and prepare detailed reports on their status and outcomes. Present these findings to senior management.

What we're looking for

• Good system knowledge, or ability to learn these quickly
• Knowledge of current legislation, i.e. Data Protection Act, Compliance and FCA rules
• General organisational business and financial awareness
• Time Management and Organisation skills
• Inter-personal skills
• Excellent Communication skills - verbal/written
• Can deliver and receive feedback in constructive manner
• Supporting customers internally and externally
• Knowledge of project management lifecycle methodology
• Ability to understand and solve business issues, and understand the impact on the business of proposed solutions
• Ability to present problems and solutions clearly and concisely both in writing and verbally
• Capable of blue sky thinking - imagining different & creative solutions and options
• Ability to use appropriate techniques for evaluating possible options
• Ability to demonstrate excellent listening and comprehension skills to formulate appropriate options
• Ability to demonstrate a robust analytical approach to more complex requirements
• Targeted questioning skills
• Ability to mentor less experienced staff
• Demonstrate a good knowledge and understanding of Vulnerable Customers guidelines and Consumer Duty regulation and how they relate to all aspects of Customer Service.
• Proven experience in financial services, with a focus on vulnerable customer management or a related area.

The hiring manager to contact is: Ginanne Lyon Email: ginanne.lyon@diligenta.co.uk

Apply for this role