Financial Assistance Vulnerable Specialist

As a Financial Assistance Vulnerable Specialist at Starling Bank, you will primarily be responsible for assisting customers facing financial difficulties by understanding their unique situations and providing tailored support. This involves making and receiving calls, actively listening to customers, and asking relevant questions to identify their needs. You'll take ownership of complaints and complex cases, ensuring resolution while maintaining professionalism. Daily completion of Income and Expenditure forms and producing detailed reports are also key components of your responsibilities.

To be considered for the Financial Assistance Vulnerable Specialist role at Starling Bank, having experience in collections, particularly with vulnerable customers, is essential. You should possess excellent communication skills, both verbal and written, and be capable of demonstrating empathy and resilience in challenging situations. It is also beneficial to have an understanding of vulnerability models, although it’s not mandatory. Being adaptable and a strong team player are crucial for success in this fast-paced fintech environment.

Starling Bank is committed to setting you up for success with a comprehensive training program for the Financial Assistance Vulnerable Specialist role. The training will take place in the office over a minimum of six weeks, during which you will learn the ins and outs of assisting vulnerable customers and managing complex financial situations. After completing the training, you will transition to a hybrid working model that includes working from the office for around 10 days a month, ensuring a balance of both structured learning and practical experience.

At Starling Bank, you will find a dynamic and supportive work environment as a Financial Assistance Vulnerable Specialist. We emphasize teamwork, respect, and open communication, encouraging all team members to engage in meaningful conversations during interviews and beyond. Our culture fosters inclusion and diversity, and we prioritize work-life balance by offering flexible holiday policies and opportunities for personal development, making it a great place to grow both personally and professionally.

The Financial Assistance Vulnerable Specialist role at Starling Bank involves full-time rotational shifts that span from 8 am to 8 pm on weekdays, and Saturdays from 9 am to 5:30 pm with occasional shifts on bank holidays. This schedule provides variety while ensuring adequate support for our vulnerable customer base, allowing you to engage meaningfully during peak times.

When supporting vulnerable customers in financial distress, it's critical to approach the situation with empathy and understanding. Begin by active listening to fully grasp the customer’s challenges, then ask open-ended questions to uncover their needs. Share the support options available, and reassure them that your aim is to find a solution that aligns with their circumstances. Practical solutions should be highlighted, showcasing your ability to provide tailored assistance.

In a previous position in collections, I dealt with a particularly challenging complaint regarding an account in arrears. I ensured I listened thoroughly to the customer's grievances and admitted where our service could have been improved. By clarifying the situation step-by-step and proposing a feasible repayment plan that considered their financial situation, I managed to restore their trust in our services while resolving the issue amicably.

To manage my workload effectively in a fast-paced environment, I prioritize tasks based on urgency and importance. I utilize tools for organization, breaking my workload down into manageable segments. Regularly reviewing my to-do list helps me stay focused while remaining flexible for urgent tasks or team support. Additionally, frequent communication with my team allows us to collaborate efficiently and ensure everyone is aligned.

Accuracy in completing Income and Expenditure Forms is vital, especially for a Financial Assistance Vulnerable Specialist. I ensure accuracy by meticulously reviewing financial details provided by customers, asking clarifying questions where necessary, and cross-referencing information. Additionally, I maintain a checklist that guides me through each step of the form, so nothing is overlooked. This attention to detail helps ensure that we develop appropriate support plans.

When dealing with an upset customer about their financial situation, my goal is to remain calm and empathetic. I would actively listen to their concerns without interruption, validating their feelings and expressing understanding. I would reassure them that their distress is legitimate, then guide the conversation towards identifying potential solutions. This method helps diffuse tension and fosters a supportive environment where we can work together toward a resolution.

Success as a Financial Assistance Vulnerable Specialist hinges on several key qualities: empathy, strong communication skills, resilience, and a proactive problem-solving attitude. It's essential to connect with customers on a human level, clearly articulate solutions, and remain composed in the face of challenging scenarios. Additionally, being adaptable to changing customer needs ensures that we can provide the best support possible.

To stay motivated during challenging customer interactions, I focus on the positive impact I can make by assisting customers in distress. I remind myself that every conversation presents an opportunity to turn negative experiences into positive ones and that my role is crucial in that transformation. I also reflect on past successes and consider how I can apply those experiences to current challenges as a source of motivation.

Collaboration with other departments is integral to providing comprehensive support to customers. I would approach this by establishing open lines of communication, ensuring everyone understands the customer's unique needs. Regular briefings and sharing insights about common challenges can help align team approaches. I believe that a team-oriented mindset amplifies our capacity to support vulnerable customers effectively.

In handling complaints effectively, I use a structured approach: listen attentively, empathize with the customer's frustration, and clarify their concerns before proposing a resolution. Following that, I explain the steps we can take to resolve their issue and set realistic expectations. Keeping the customer informed throughout the process fosters trust and creates a positive impression, even in challenging situations.

I want to work as a Financial Assistance Vulnerable Specialist at Starling Bank because I admire the bank's commitment to providing equitable and comprehensive support to customers who are navigating financial hardships. The role allows me to combine my skills in collections and my passion for helping others in meaningful ways. I am excited about the opportunity to be part of an innovative team that values empathy and diversity in the workplace.