About this role
Role Overview
- Manage a dedicated queue of customers identified or self-referred as vulnerable, ensuring consistent, compassionate, and individually tailored support throughout their journey.
- Conduct in-depth needs assessments using recognised vulnerability identification frameworks (e.g. TEXAS model) to understand each customer's circumstances, capacity, and needs.
- Agree and implement appropriate forbearance and recovery solutions; including payment plans and breathing spaces, in line with regulatory guidelines and Onmo policy.
- Actively signpost and refer customers to relevant external support organisations including debt advice charities (e.g. StepChange,) and specialist services (e.g. Samaritans) where appropriate.
- Recognise and respond appropriately to customers who may be in acute personal distress, following Onmo's escalation and safeguarding protocols.
- Handle bereavement disclosures with sensitivity, applying temporary holds on collections activity where appropriate.
- Maintain accurate, contemporaneous case notes that capture vulnerability disclosures, customer circumstances, and agreed actions in a manner that supports continuity of care.
- Apply FCA Consumer Duty principles in every interaction, ensuring customers in vulnerable circumstances consistently receive good outcomes and are not disadvantaged by their vulnerability.
Requirements
- Demonstrable experience in a customer-facing financial services role working directly with vulnerable customers; within collections, debt management, or a specialist care environment
- A track record of supporting customers through complex or sensitive circumstances delivering good outcomes
- Experience working alongside or referring into external support organisations such as debt charities, mental health services, or bereavement support providers
- Familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint)
- Mental Health First Aid (MHFA) certification (Desirable)
Benefits
- Flexible working arrangements