Vulnerable Customer Specialist

Vulnerable Customer Specialist – Onmo

About Onmo

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 design our products to help demystify money matters, offering customers greater financial control and flexibility. By doing so, they can make the most of their resources, avoid unnecessary stress, and focus on what truly brings them joy.

About the Role

We’re looking for a Vulnerable Customer Specialist to join Onmo’s Specialist Care team, a key part of our Customer Care function. This is a specialist frontline role focused on supporting customers exhibiting signs of vulnerability due to health conditions, life events, financial difficulty, or capability challenges.

As the primary point of contact for customers referred via the Specialist Care pathway, your responsibilities will include conducting needs-based discussions, negotiating sustainable forbearance solutions, and ensuring every interaction aligns with Onmo’s Consumer Duty obligations. This role demands empathy, advocacy, and strategic problem-solving as much as technical expertise.

Responsibilities

• Manage a dedicated queue of vulnerable customers, delivering compelling, compassionate, and personalised support during every step of their journey.
• Conduct in-depth needs assessments using recognised frameworks (e.g., TEXAS model) to evaluate each customer’s circumstances, capacity, and unique needs.
• Agree and implement appropriate forbearance and recovery solutions—such as payment plans and breathing spaces—while adhering to FCA guidelines and Onmo policy.
• Actively signpost and refer customers to external support organisations, including:
  • Debt advice charities (StepChange)
  • Mental health services (Samaritans)
  • Other specialised support providers where relevant.
• Identify and respond to customers in acute personal distress, following Onmo’s escalation and safeguarding protocols, ensuring no interaction closes without timely intervention.
• Handle bereavement disclosures with sensitivity:
  • Apply temporary holds on collections activity where appropriate.
  • Document disclosures across all relevant systems.
  • Direct customers to external support services where needed.
  • Recognise bereavement as a potential maximiser or trigger of vulnerability, ensuring compliance with Onmo’s policy, fair treatment, and Consumer Duty requirements.
• Maintain accurate, up-to-date case notes that capture vulnerability disclosures, customer circumstances, agreed solutions, and follow-up actions.
• Apply FCA Consumer Duty principles in every interaction, guaranteeing that vulnerable customers receive fair outcomes and are not disadvantaged by their circumstances.
• Collaborate with Operations teams to ensure seamless case handoffs and continuity of care as customers navigate multiple touchpoints.
• Escalate any complaints arising from Specialist Care interactions to the appropriate team in a timely manner.
• Adhere to the Operations quality framework, meeting established standards for interactions, documentation, and outcome delivery.
• Flag emerging vulnerability trends, systemic issues, or product/service pain points to the Operations Manager for analysis.
• Provide ad-hoc support to the broader Customer Care team when required.