Lendable on cord

Lendable

Specialist Vulnerability Agent

External position
Chatham, UK
Hiring internally for Lendable?
FinTech
Bringing consumer finance into the digital world.
Active
over 6 months ago
Posted
6 days ago
Checked
cord regularly checks that external positions are still open
7 hours ago

Skills & Experience

Job roles: Customer Support
Experience level: Mid
Core skills considered: Customer service, Escalations handling, CX
Other skills considered: Customer support, Communication software

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job Description

The Specialist Vulnerability Agent plays a critical and empathetic customer-facing role, dedicated to providing exceptional support and holistic case management for our most vulnerable customer population. Building on the core responsibilities of a Front-Line Operations Agent, you will take end-to-end ownership of vulnerable customer journeys from identification to resolution. Your expertise will ensure best-in-class support, accurate vulnerability status assessments, and proactive guidance to frontline colleagues. This role is pivotal in shaping and developing our vulnerable customer processes, drawing upon external best practices to drive continuous improvement and ensure optimal outcomes for those who need it most.


Key Responsibilities

Vulnerable Customer Case Management & Advocacy

  • Take full ownership and accountability for the end-to-end case management of particularly vulnerable customers, ensuring a seamless and supportive journey from initial identification through to the lifecycle's conclusion.
  • Deliver compassionate, accurate, and highly personalised support, consistently striving to provide best-in-class service tailored to the unique needs of vulnerable individuals.
  • Proactively review and validate the accuracy of customers' vulnerability statuses, ensuring appropriate flags and support mechanisms are in place.
  • Act as a subject matter expert, providing essential support, guidance, and insights to other front-line colleagues on how to identify, interact with, and effectively assist vulnerable customers.
  • Be accountable for and take ownership of decisions regarding the best possible outcomes for our vulnerable customers, exercising sound judgment and empathy in every situation.
  • Responsibility and authority to deviate from standard processes, such as ceasing non-regulatory communications, recommending customers for default, and establishing forbearance arrangements beyond typical front-line limits, to ensure optimal customer outcomes

Customer Support & Query Resolution (Core Operational Responsibilities)

  • Deliver exceptional support across products/services, efficiently executing processes to handle complex customer queries via multiple channels.
  • Listen actively and provide clear, accurate responses, adapting communication style to each customer's needs, including those in vulnerable situations or with complex financial queries.
  • Demonstrate comprehensive knowledge and capability across a wide range of customer service and financial support journeys, ensuring broad coverage for our diverse vulnerable customer population.
  • Take end-to-end ownership of all customer interactions, ensuring every query is managed through to effective resolution or appropriate escalation.
  • Build rapport and trust while maintaining control of conversations, ensuring positive and compliant customer outcomes.
  • Work flexibly across different products and disciplines, adapting to varying service needs and customer queries.

Operational Excellence & Process Execution

  • Meet and exceed targets and KPIs related to customer satisfaction, quality, and compliance by consistently following key operational procedures and applying appropriate judgement to specific customer circumstances.
  • Effectively use AI and digital tools to streamline customer interactions and deliver faster, more accurate service.
  • Identify blockers, process gaps, or recurring issues and communicate these to relevant teams, supporting continuous improvement initiatives.
  • Log all interactions accurately and ensure data integrity for audit and learning purposes.

Continuous Improvement & Process Development

  • Continuously shape and develop our vulnerable customer processes, proactively seeking and integrating external best practices to elevate our support framework.
  • Provide clear, actionable feedback from frontline experiences to enhance our knowledge base, training resources, and AI systems, with a particular focus on vulnerability.
  • Participate in process reviews and contribute suggestions to enhance the customer journey, automation, and operational efficiency, championing the needs of vulnerable customers.
  • Remain up to date with ongoing system, product, and process changes, readily adapting to evolving procedures.

Learning & Development

  • Respond positively to coaching and feedback, using it to improve performance and customer outcomes, especially in complex vulnerability cases.
  • Demonstrate initiative in learning new tools, products, and procedures as they are introduced, with a focus on specialist vulnerability support.
  • Share knowledge and support colleagues, helping to create a culture of collaborative learning around vulnerable customer care.

Experience & Skills

  • Previous experience in a contact centre environment with a demonstrable focus on customer service and/or financial support, ideally including exposure to vulnerable customer interactions.
  • Proven ability to handle complex queries with exceptional empathy, accuracy, and strong ownership.
  • Confident in following structured processes and able to identify opportunities to improve them, particularly within the context of vulnerability support.
  • Exceptional communication, rapport-building, and conflict resolution skills, with a proven ability to manage sensitive conversations.
  • Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms, to enhance vulnerable customer support.
  • Organised and able to manage multiple complex cases and tasks in a fast-paced setting.
  • Proactive in offering feedback and participating in process and AI improvement initiatives, with a strong voice for vulnerable customer needs.
  • Demonstrated understanding and application of external best practices in vulnerable customer support.

Behaviours & Approach

  • Deep Customer-focus, with a profound passion for delivering consistent, positive and empathetic outcomes for vulnerable individuals.
  • Resilient, adaptable, and open to constant change and learning, especially in evolving vulnerability frameworks.
  • Collaborative, supportive team player committed to shared success, with a strong ability to mentor and guide peers.
  • High level of accountability and personal ownership for vulnerable customer outcomes and process execution.
  • Constructive, solutions-focused approach with willingness to challenge the status quo to advocate for better vulnerable customer experiences.

Company Benefits

  • Stock options
  • Private medical (comprehensive)
  • Chefs in the office making lunch (Tuesday - Thursday)
  • Work from home budget
Specialist Vulnerability Agent at Lendable
Position posted 6 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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