Vulnerable Customer Account Manager

About this role

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! [ Read our Impact Report ] | [ See our Trustpilot ] The role ⚡ 📍 London (Hybrid) | 🤝 3 days in the office | 💰 Competitive Salary + Benefits 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. 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.

Able to proactively identify ways to use Generative AI to streamline your daily tasks and improve your personal productivity Confident using approved AI tools safely and effectively to enhance your output and find a better way of working Hear from our some of our Vulnerable Customer Account Managers about what it's like to be part of our Vulnerable Customer Team! What we’re looking for 🌱 We value deep expertise, but a growth mindset and good energy are what really make our team click.