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Vulnerable Customer Advisor Full-time Job

1 month ago Customer Services Cardiff   26 views
Job Details


• Providing exceptional customer service, showing ownership and accountability for offering solutions to help and benefit those experiencing difficult circumstances and in need of specialist support, across a variety of channels including phone, email and in-app messaging.

• Undertaking and delivering all stages of the Bereavement process from initial notification, within agreed SLAs.

• Supporting Starling's commitment to vulnerable customers across the operation, actively seeking to continually improve processes and workflows.

• Developing and maintaining key stakeholder relationships across operations and the wider organisation, including Compliance, SME Banking, Collections and Operations.

• Acting as a point of escalation for operational teams requiring support in relation to vulnerability or bereavement.

• Assisting with the collation and recording of MI in relation to customers requiring Specialist Support.


• Previous experience working in a customer facing role.

• Previous experience of working with vulnerable customers, preferably in financial services or similar (desirable).

• Excellent written and verbal communication skills.

• Sound problem solving skills, with the ability to escalate where necessary.

• Ability to work to tight deadlines, often balancing conflicting priorities.

• Ability to work with a small team, in a fast paced, changing environment.


• 33 days holiday (including public hols). You'll also get your birthday on us

• 16 hours paid volunteering time a year

• Private Medical Insurance with VitalityHealth

• Contributory pension scheme

• We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!

• Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership

• Access to ‘salary sacrifice' benefits such as Cycle to Work scheme

• Gym membership options

Company Description
Starling Bank is a digital challenger bank based in the United Kingdom. It focuses on current and business account products. Headquartered in London, Starling Bank is a licensed and regulated bank, founded by former Allied Irish Banks COO, Anne Boden, in January 2014.