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We are recruiting on behalf of a reputable financial services company seeking a Specialist Support/Vulnerable Customer Collections Agent. This role focuses on helping vulnerable customers and those in arrears to find solutions that lead to positive outcomes.

Hours: 35 hours per week, with flexibility required to cover shifts between Monday and Sunday (business hours range from 8 am to 8 pm on weekdays and 9 am to 6 pm on weekends).

Key Responsibilities:

* Conduct specialist support and collections activities in line with company policies and procedures.

* Provide tailored assistance to vulnerable customers to achieve the best possible outcomes.

* Manage forbearance cases with the goal of bringing agreements up to date.

* Handle inbound and outbound communications and keep accurate records.

* Ensure compliance with all regulations and internal policies.

* Conduct affordability assessments and negotiate suitable, sustainable repayment plans.

Requirements:

* Previous experience in supporting vulnerable customers, with TEXAS knowledge preferred.

* Knowledge of FCA regulations.

* Strong communication and negotiation skills.

* Flexible, detail-oriented, and team-focused approach.

This is an excellent opportunity for someone with a passion for customer service and compliance, who is looking to make a real impact