Vulnerable Customer Consultant

Responsibilities

• Vulnerability Management and Escalations
• Responds to escalations involving vulnerability from escalating teams in an empathetic and kind manner, helping to educate the escalator in a non-judgmental manner.
• Monitors vulnerable customer profiles and escalates them as appropriate to senior consultant/s.
• Identifies and reports new or emerging risks involving Vulnerable Customers; raises these risks in a timely manner to avoid further detriment.
• Handles high-risk escalations autonomously and seeks guidance from the lead or senior consultant when complex cases arise to ensure customer issues are resolved in a timely manner.
• Identification and Support
• Increases the identification and recognition of vulnerable customers across all products through championing vulnerability in all communications.
• Supports our Customer Support teams and other operational teams with vulnerable customers - providing them with wisdom and guidance on how to de-escalate contacts before they escalate to us.
• Provides constructive feedback to help drive positive outcomes for customers.
• Reporting and System Maintenance
• Reviews reports sent up from escalating teams, providing feedback when applicable.
• Accurately maintains and updates our system of reporting that identifies reasons, trends, and volumes of vulnerabilities customers experience.
• Customer Support and Experience
• Works with our customers to provide an excellent experience via both email and phone channels (to start).
• Recognises own gaps in knowledge and proactively engages senior consultant/s or leads to help remedy them to ensure proper servicing of vulnerable customers and correct information for escalating teams.
• Team Collaboration and Culture
• Contributes to the team culture in a positive manner by bringing up new topics and insights from case work.
• Supports team lead in team changes by pointing out suggestions and improvements that could benefit the team and Vulnerable Customers.
• Assists Team Lead with implementing and maintaining the framework for the team.
• Assists Team Lead in responding to different parties' information requests in a timely and clear manner.
• Compliance and Performance
• Follows and adheres to internal and external SLAs and KPIs, ensuring both individual compliance and team-wide alignment.
• Autonomously prioritises work based on SLA age.
• Demonstrates sufficient resilience to deal with the stresses of the role and the nature of the subject matter, while recognising the importance of referring the case to another team member if it potentially compromises their own resilience levels and/or the quality of the case review.
• The team will be split in: 6 working with Regular Extra Care and 4 in Bereavements. - Nice to Have: Bereavements handling experience.
• *Please note, only resumes provided in English will be considered*

Benefits

Additional Information

As a ECT Consultant (Vulnerable Customer Consultant), your mission is to help implement and enforce Wise's vulnerability and accessibility strategy through specialising in our team's focus areas (Product Knowledge, Regulatory Knowledge, Vulnerability Knowledge, and Accessibility). As a Vulnerable Customer Consultant, you'll report directly to the Vulnerable Customer Lead and promote an inclusivity-first mentality globally, while cooperating with our internal Compliance, Vendor Management, and Customer Support teams, as well as the various support functions like Training, KM, CI and more. The Vulnerable Customer Consultant is a specialist position with comprehensive knowledge of the global offering of Wise products. You will have knowledge and experience of working with people with varying degrees of difficulties or personal hardship while being able to maintain composure, resilience, and boundaries. You will be able to represent and explain the details of processes no matter the audience and will be an impactful team player. You will contribute to improving the customer and Wiser experience by conducting thorough review on escalated cases and providing feedback to teams when things aren't working out for our vulnerable customers through communicating the root cause of those issues. You will assist with handling a majority of the escalated contacts for the team, contributing to team initiatives when capacity allows.

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