Specialist Vulnerability Agent

About Lendable Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: • One of the UK’s most exciting unicorns with a team of over 800 people • Among the fastest-growing tech companies in the UK • Profitable since 2017 • Backed by top investors including Balderton Capital and Goldman Sachs • Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot ) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance . We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to • Take ownership: you are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 • Work in small teams of exceptional people: Lendies are relentlessly resourceful. We challenge the status quo to solve problems and find smarter solutions • Build the best technology in-house : we use new data sources, machine learning and AI to make machines do the heavy lifting About the role The Specialist Vulnerability Agent plays a critical and empathetic customer-facing role, dedicated to providing exceptional support and holistic case management for our most vulnerable customer population. Building on the core responsibilities of a Front-Line Operations Agent, you will take end-to-end ownership of vulnerable customer journeys from identification to resolution. Your expertise will ensure best-in-class support, accurate vulnerability status assessments, and proactive guidance to frontline colleagues. This role is pivotal in shaping and developing our vulnerable customer processes, drawing upon external best practices to drive continuous improvement and ensure optimal outcomes for those who need it most. Key Responsibilities Vulnerable Customer Case Management & Advocacy • Take full ownership and accountability for the end-to-end case management of particularly vulnerable customers, ensuring a seamless and supportive journey from initial identification through to the lifecycle's conclusion. • Deliver compassionate, accurate, and highly personalised support, consistently striving to provide best-in-class service tailored to the unique needs of vulnerable individuals. • Proactively review and validate the accuracy of customers' vulnerability statuses, ensuring appropriate flags and support mechanisms are in place. • Act as a subject matter expert, providing essential support, guidance, and insights to other front-line colleagues on how to identify, interact with, and effectively assist vulnerable customers. • Be accountable for and take ownership of decisions regarding the best possible outcomes for our vulnerable customers, exercising sound judgment and empathy in every situation. • Responsibility and authority to deviate from standard processes, such as ceasing non-regulatory communications, recommending customers for default, and establishing forbearance arrangements beyond typical front-line limits, to ensure optimal customer outcomes Customer Support & Query Resolution (Core Operational Responsibilities) • Deliver exceptional support across products/services, efficiently executing processes to handle complex customer queries via multiple channels. • Listen actively and provide clear, accurate responses, adapting communication style to each customer’s needs, including those in vulnerable situations or with complex financial queries.