Vulnerable Customer Specialist

Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We may be young, but we have an incredible team in place and big ambitions for the years ahead.
 
We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive - enjoying what the world has to offer.

Responsibilities

We’re looking for a Vulnerable Customer Specialist to sit at the heart of Onmo's Specialist Care team, which forms part of the broader Customer Care function. This is a specialist frontline role focused exclusively on supporting customers who present with characteristics of vulnerability whether due to health conditions, life events, financial difficulty, or capability challenges.
 
You will be the primary point of contact for customers referred into the Specialist Care pathway, responsible for conducting needs-based conversations, agreeing appropriate and sustainable forbearance solutions, and ensuring every interaction reflects Onmo's Consumer Duty obligations. This role is as much about empathy and advocacy as it is about finding appropriate arrears solutions.
 
RESPONSIBILTIES 

• Manage a dedicated queue of customers identified or self-referred as vulnerable, ensuring consistent, compassionate, and individually tailored support throughout their journey.
• Conduct in-depth needs assessments using recognised vulnerability identification frameworks (e.g. TEXAS model) to understand each customer's circumstances, capacity, and needs.
• Agree and implement appropriate forbearance and recovery solutions; including payment plans and breathing spaces, in line with regulatory guidelines and Onmo policy.
• Actively signpost and refer customers to relevant external support organisations including debt advice charities (e.g. StepChange,) and specialist services (e.g. Samaritans) where appropriate.
• Recognise and respond appropriately to customers who may be in acute personal distress, following Onmo's escalation and safeguarding protocols and ensuring no such interaction is closed without the correct support steps being taken and documented.
• Handle bereavement disclosures with sensitivity, applying temporary holds on collections activity where appropriate, recording the disclosure across all relevant systems, and signposting customers to external support services where appropriate.
  1. Recognise bereavement as a life event capable of triggering or deepening vulnerability, and adjust accordingly to ensure alignment to Onmo’s policy, fair treatment and good outcomes under Consumer Duty.
• Maintain accurate, contemporaneous case notes that capture vulnerability disclosures, customer circumstances, and agreed actions in a manner that supports continuity of care.
• Apply FCA Consumer Duty principles in every interaction, ensuring customers in vulnerable circumstances consistently receive good outcomes and are not disadvantaged by their vulnerability.
• Work closely with the broader Operations teams to ensure seamless case handoffs and continuity of support where customers span multiple journeys.
• Escalate any complaints identified during Specialist Care interactions to the appropriate team in a timely manner.
• Operate within the Operations quality framework, meeting required standards for interactions handling, documentation, and outcome delivery.
• Flag emerging vulnerability themes, systemic issues, or recurring product/service pain points observed to the Operations Manager for escalation and root cause review.
• Support the broader Customer Care team when required.

Requirements

Ways of Working

• You're compassionate and non-judgemental, and you genuinely care about the outcomes of the people you speak with
• You listen as much as you talk, picking up on what customers aren't always saying directly
• You stay calm and grounded in difficult conversations, even when emotions are running high
• You take pride in doing the right thing for customers, not just closing a case
• You're comfortable sitting with complexity - no two customers are the same, and you adapt naturally
• You understand the regulatory environment you’re working in and take your responsibilities under it seriously

 
Qualifications & Experience:

• Demonstrable experience in a customer-facing financial services role working directly with vulnerable customers; within collections, debt management, or a specialist care environment
• A track record of supporting customers through complex or sensitive circumstances delivering good outcomes
• Experience working alongside or referring into external support organisations such as debt charities, mental health services, or bereavement support providers
• Familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint)

 
Desirable

• Mental Health First Aid (MHFA) certification