VC Support Agent

Overview

As part of our Vulnerable Customer Team, you will be working with customers who have expressed severe vulnerabilities and whose accounts have or will fall into arrears. You will be responsible for managing inbound and outbound customer calls and emails, showing empathy and understanding. Taking into account their circumstances to find a repayment arrangement option that is affordable to their needs, that will help them to get back on track. Your passion for finding the right outcome every time, and your willingness to go the extra mile for our customers is paramount to success.

Key responsibilities

• Process inbound calls from customers/and transfers from customer support, deal with these calls correctly and accurately with a high level of professionalism
• Process outbound calls to customers, updating accounts with their I&E details, contacting them for due and overdue accounts to assist with payment and arrangements within affordable guidelines
• Record all customer contact notes accurately on the system
• Achieve affordable payment plans for customers to assist them and repatriate where possible
• Accountable for reducing default and delinquency for all assigned accounts
• Establish and maintain effective and cooperative working relationships with customers and colleagues alike. 
• Ensure all customer outcomes are within regulation and to the benefit of both the customer and the business.
• Meet defined department Quality Assurance metrics (KPIs, SLAs)
• Work effectively as part of a team and individually
• Maintain and develop positive department performance and conduct standards both personally and within a team at all times. 
• Assist and support other departments within the business to ensure a superb customer journey
• Supply excellent feedback to Line Managers on a regular basis
  

Work Hours

• 8:00am - 5:00pm | Monday - Friday
• 8:00am - 6:00pm | Last working Friday of each month (LWF)
• 8:00am - 8:00pm | Last working day of each month (LWD)
• Annual leave - 28 days including bank holiday (Bank holiday can be booked off as part of annual leave. However, if an employee wishes to work the bank holiday, work hours will be 10:00am - 4:00pm)

Your skills & experience

Essential

• 1 year experience working with Vulnerable customers
• 3 years experience in a customer centric environment
• Financial services industry experience
• Experience of working within the FCA guidelines
• Knowledge and experience in dealing with vulnerable customers
• Results-focused and customer satisfaction  driven
• Excellent verbal, written and numerical communication skills
• Strong team player
• Attention to detail and accuracy
• Focus on quality customer service
• Probing and Listening skills
• Competent computer literate ability

Desired

• Previous experience of working in a Consumer Credit environment
• Basic knowledge of legal process/procedure (Small Claims)

About us

Ahoy there! We’re Evergreen Finance London! Founded in 2014, Evergreen Finance London ltd is a specialist UK-based consumer finance provider. With deep roots in data science, AI-driven decisioning, and regulatory compliance, our business has built a reputation for deploying ethical, tech-enabled lending products that meet modern consumer needs. Evergreen Finance London is the employer and strategic engine behind consumer fintech brands like Moneyboat. We empower brilliant people to build trusted, tech-enabled financial solutions that puts people first. Our focus is long-term value - for our teams, our users, and the industry.

We are authorised and regulated by the Financial Conduct Authority and uphold a renowned standard of compliance, across both direct lending and brokerage services. 

Our brand Moneyboat, is a UK-based direct lender that provides consumers with short-term loans from £200 to £1,500. We know the value of flexibility, creativity, and innovation in today’s fintech space, and we work hard to create and deliver best-in-class experiences that support our customers and give them the confidence they need to live life to the full.

Vision, Mission & Values

Our vision, mission & values are what drive the amazing work we do. From the decisions we make to the actions we take, they form the foundations of Evergreen Finance London's brand & strategy.

Our vision describes our view of the world because of Evergreen Finance London. It's the way we want it to be and the reason we keep going, even if times might seem tough. Empowering Financial Confidence, with seamless, responsible, and innovative financial solutions.

When people have access to the financial resources and knowledge that are right for them, we know they can do great things. We exist to help them get access to a solution that's right for them, even when others might have refused to help.

Our core set of values are what we hold to be true, no matter what. We have four core values here at Evergreen Finance London, Accountability, Care, Diligence and Collaboration.

Our vision, mission, and values guide everything that we do. They're the fundamental "pillars" of our company that make us who we are, and help to ensure that anyone we interact with (internal or external) remembers Evergreen Finance London, what we do, and what we stand for.

Benefits

• Time-off on Birthday
• Gym benefits
• Childcare benefits

• Health cash plan
• Aviva pension
• Professional subscription benefits