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About the Role
This role assists customers who require additional care and support due to their health, financial and personal circumstances. You will manage them through the collections process, and recovery process, while leading with clear and compassionate communication.
Responsibilities
- Manage a portfolio of diverse vulnerable customers, guiding them through the debt recovery process with empathy, clarity, and professionalism.
- Set up affordable payment plans and clearly break down the details of outstanding balances and payments into plain, accessible language for customers.
- Effectively signpost customers to relevant charities, free legal advice services, and external support organisations.
- Engage effectively with customers via verbal and written correspondence.
- Navigate difficult and emotionally charged conversations regarding personal circumstances, including those involving mental health and, at times, suicidal ideation, with compassion and resilience.
- Apply critical thinking to accounts, by balancing commercial requirements with the needs of the vulnerable customer.
- Proactively identify ways to use Generative AI to streamline daily tasks and improve personal productivity.
- Use approved AI tools safely and effectively to enhance output and find a better way of working.
Requirements
- Proven experience handling vulnerable customers impacted by mental health, physical health and life events.
- Practical experience managing customers through the debt recovery process.
- Strong ability to understand various financial product types such as term loans, credit cards.
- Deep empathy balanced with strong attention to detail, professionalism, and personal resilience during sensitive customer interactions.
- Excellent written communication skills, with the ability to draft tailored emails, bespoke to the customers needs.
- Thrives in a deadline-driven environment, maintaining compliance and high-quality standards under pressure.
- Comfortable speaking with customers who may be experiencing severe distress, depression, or suicidal thoughts.
Skills
- Generative AI
- AI tools
Location
- London
Work Type
- Hybrid
- 3 days in the office
Salary/Compensations
- Competitive Salary
Benefits
- Benefit allowance
- Private medical and dental
- Health assessments
- Access to a digital GP
- Life assurance
- Share schemes
- Financial coaching
- Dedicated annual learning allowance
- Electric car scheme
- Cycle-to-work scheme
- Season ticket loans
- Award-winning parental leave policies
- Support for fertility treatments
About the Company
- We’re on a mission to back the UK’s small businesses like no one else.
- Small businesses are the backbone of the economy, and we’re here to help them win.
- We’ve built a platform that uses clever data to get them the funding they need in minutes, not weeks.
- At Funding Circle, we have the restless energy of a fintech start-up with the stability of a public company.
- It’s a unique mix that gives Circlers the autonomy to take ownership and the scale to make an impact that truly counts.
- We’re a high-performing team that chooses to lift each other up.
- We challenge, we champion, and we have each other’s backs - because we know that when we stand together, we move faster and build better.
- The impact is real: Last year alone, the businesses on our platform generated £7.2bn for the UK economy.
- Come and join a mission that matters!
- We value deep expertise, but a growth mindset and good energy are what really make our team click.
- We’re a group that chooses to lift each other up and think smart every day.
- We’re building a place where everyone truly feels they belong.
- Even if your past experience doesn't align perfectly with every requirement, we'd still love to hear from you.
- We back you to build an incredible career and by joining us, you'll be part of one of The Sunday Times Best Companies to Work For 2026!
- As a flexible-first employer, we use a "best of both" approach.
- We’ll see you in our London office to collaborate – with barista coffee and subsidised Just Eat lunches on us!