What’s the role? 

Our client, a specialist Mortgage Lender is seeking Vulnerable Customer Coach to join their Financial Support Team. The primary responsibility will be to train team members to proficiently recognise and address vulnerabilities in mortgage customers.

As a Coach your pivotal role contributes to the bank’s adherence to regulatory standards, commitment to customer-centric practices, and the provision of suitable assistance to customers navigating financial challenges.

Responsibilities: 

• Delivering regular coaching sessions with colleagues in the team to enhance their communication and problem-solving skills.
• Developing and delivering workshops relating to vulnerable customers.
• Providing one to one coaching sessions and offering appropriate assistance and support tailed to each individual’s needs.
• Staying up to date with industry regulations and best practices related to vulnerable populations.
• Analysing data to identify areas for improvement in the vulnerability management process.
• Implementing feedback mechanisms to continuously improve the effectiveness of learning material.
• Participating in ongoing training and professional development activities to enhance coaching skills and knowledge.

Essential skills & experience required:

• Prior experience in coaching colleagues is required.
• Extensive experience communicating with vulnerable customers via multiple communication channels.
• Experience working in a collections or arrears role within Financial Services

Next steps:

To express your interest in this opportunity, don’t delay; please click apply now.

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