Financial Difficulties Customer Support Agent

  • Depending on Experience
  • Chatham, Kent
  • Vanquis Bank

Who we are

Vanquis helps people who are excluded by mainstream banks take control of their financial situation. Whether they’re new to credit or need a hand rebuilding their credit file to manage life better, we make sure our services are straightforward and suitable for them to succeed.

We’re here to put people on a path to a better everyday life, not just our 1.7 million customers but our colleagues too. And we’re proud of the difference we make.

You and your team

Working for our Financial Difficulties (One Call) department, you will be responsible for supporting a variety of customers who have differing financial circumstances. Our specialist team are dedicated to working with our customers to help them find the right solution for their financial needs.

In this team you will be a conversational specialist, responsible for communicating with customers predominately over the phone, but also through other non-voice channels such as email and SMS. Being part of this complex problem solving department, who always put customer’s interests at the heart of what they do. This dynamic team are friendly, approachable conversational specialists, always listening carefully and asking the right questions to help understand the customers need and deliver the right outcome. To be successful in this role, you need to be empathetic to our customers, build rapport and trust quickly, as well as having great problem solving skills to help the customer move forward.

Here at Vanquis we work on a shift basis, attached to this advert you will find the current working shift pattern, but we work between the hours of 8am - 8pm Monday - Friday and then 2 Saturdays in 4 and an occasional Sunday (depending on business demand).

In your day to day role you will:

Speak to customers, providing support and assistance, taking time to fully understand their circumstances and to help sign-post them in the right direction.

Identifying solutions for the customer to help them move forward with their financial goals

Signposting customer’s to various charity and support organisations for additional support where needed.

Assessing customer’s affordability, putting appropriate forbearance solutions in place and reviewing existing arrangements and the ongoing relationship.

Responding to customers through multiple communications channels to understand their situation

Ensuring customer confidentiality of information in line with the Data Protection Act and adherence to all regulatory FCA requirements.

What you’ll bring to the team

Working in the One Call department is all about exceeding customer expectations with service and support, building rapport and a relationship with each customer to ensure you can gain all the right information from them. We want individuals who will be invested in every customer situation, can be empathetic to their situation and want to help them on a path to a better everyday life.

For this position experience in financial services or even a call centre isn’t essential, but to be successful in this role, the following skills and experience is required:

A proven track record of outstanding customer service

A real passion for communicating with people and delivering outstanding support

Be able to adapt your communication approach to meet customers’ requirements, being empathetic to difficult situations our customers may face

Ability to problem solve for customers, be objective and find the best solution for their circumstances while coming up with your own ideas to continue to support our customers

Maintain a high quality of service, utilising good judgement and decision making when dealing with our customers and their circumstances

Why Vanquis?

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So we offer an attractive, competitive salary and benefits package for everyone including:

- Competitive base salary and rewards

- Discretionary bonus scheme

- 25 days + 8 bank holidays holiday entitlement – with one day accrued for each year of service (to max 30 days)

- Defined contribution pension scheme

- Extensive opportunities for personal and career development

- A range of initiatives offered through our Sports & Social and Social Impact Programmes

- Perks at Work - A perks platform offering over 30,000 unique discounts

- Free tea, coffee and fruit

- Discounted gym membership

- Subsidised on-site restaurants

Find out more

Check out our social media channels find out more about everyday life at Vanquis – and don’t forget to follow us while you’re there!

LinkedIn: Vanquis Bank

Instagram: @vanquiscareers

Facebook: Vanquis Careers

Glassdoor: Vanquis Bank

Good luck!


  • Advertiser: Direct Employer