Specialist Support Officer -Vulnerable Customers

As a Specialist Support Officer for Vulnerable Customers at Capital on Tap, your primary responsibilities include conducting vulnerability assessments, reviewing accounts, and managing a portfolio of vulnerable customers. You will be responsible for taking escalated inbound calls, tracking trends, and devising strategies to assist customers in arrears while ensuring compliance with Treating Customers Fairly (TCF) principles.

To qualify for the Specialist Support Officer role at Capital on Tap, you should have experience in dealing with vulnerable customers, ideally in a telephony-based capacity. Collections experience is preferred, and candidates should demonstrate strong empathy and the ability to gather vital information to reach the best outcomes for our customers.

Capital on Tap is committed to fostering an inclusive work environment and encourages applicants from diverse backgrounds to apply for the Specialist Support Officer position. The company emphasizes authenticity and aims to create a space where everyone feels valued and can contribute their best.

As a Specialist Support Officer at Capital on Tap, you will have access to various professional development opportunities, including training to enhance your skills in managing vulnerable customer situations and potential career advancement within the fast-growing fintech company.

The work hours for the Specialist Support Officer role at Capital on Tap are Monday to Friday from 9 am to 6 pm. The position also offers hybrid work options, allowing for a combination of in-office and remote work depending on team needs.

When addressing a call from a vulnerable customer, it's essential to demonstrate empathy and patience. Begin by making the customer feel comfortable and listen attentively to their concerns. Assure them that you are there to help and gather all relevant information to provide a suitable solution tailored to their needs.

In your answer, provide a specific example where you successfully managed a complex case. Discuss the steps you took to analyze the situation, the approaches used to communicate with the customer, and how you ultimately reached a resolution that benefited the customer while adhering to company policies.

Share your strategies for prioritizing tasks effectively in a fast-paced environment. Explain how you use tools like to-do lists or digital project management software, assess urgency and importance of each task, and adjust your priorities as new cases arise while meeting deadlines.

To ensure compliance with TCF principles, always focus on transparency and fairness in all interactions with customers. This involves providing clear information, timely responses, and consistently reviewing your processes to identify areas for improvement in how vulnerable customers are treated.

When dealing with an upset customer, start by empathizing with their situation and actively listening to their concerns. Maintain a calm demeanor, validate their feelings, and reassure them that you are committed to finding a solution. Strive to resolve their issue while keeping your communication clear and professional.

Discuss any relevant experience you have conducting vulnerability assessments. Highlight the methods you use to assess individual situations, your attention to detail in reviewing documentation, and your ability to draw conclusions that guide how you support and assist vulnerable customers.

Maintain your knowledge of financial regulations by regularly attending training sessions and webinars, reading industry publications, and following updates from regulatory bodies. Be proactive in seeking out new information that can enhance your expertise in supporting vulnerable customers effectively.

Teamwork and collaboration are vital in customer support, as they allow you to leverage diverse perspectives to solve complex problems. Share how you actively communicate with colleagues across departments and draw on their expertise to improve the care provided to vulnerable customers.

Express your enthusiasm for Capital on Tap's mission to help small businesses and the unique opportunity to assist vulnerable customers. Share your admiration for the company culture, the inclusivity efforts, and how you believe your skills and values align with the organization’s goals.

When discussing stress management, emphasize your techniques for maintaining composure, such as developing coping strategies, practicing self-care, and breaking your workload into manageable tasks. Explain how you stay organized and focused, even during peak periods of high demand.