Vulnerable Customer Specialist

About Stream

Stream is on a mission to bring better financial wellbeing to frontline workers.

At Stream, we're building financial freedom for the people who need it most - empowering frontline workers with fairer, more flexible financial services. We partner with some of the world's most recognised employers: Bupa, Burger King, Greene King, and the NHS, giving over 3 million employees control over their earnings, budgeting tools, savings options, and free financial coaching. All in one financial wellbeing super-app.

Stream is unique: VC-backed and growing at scale-up pace, but with a genuine social conscience. Some of the world's leading financial charities and impact funds were our founding investors. We operate on a social charter - every product we build must improve financial health and reduce the $5.6bn 'premium' lower-income earners pay for financial services each year.

You'd be joining a team of over 300 passionate, ambitious people across Europe and the USA - all united by that same mission.

Why This Role Matters

In addition to providing excellent customer support to all our customers, we also need to ensure we’re identifying vulnerable customers. Financial vulnerability isn't rare - it's everywhere. A customer going through a relationship breakdown, dealing with a serious illness, facing unexpected debt, or struggling with their mental health can find even a simple financial query overwhelming.

This is a role with real purpose. You won't just be answering our support queries - in addition you'll be a trusted point of contact for some of our most vulnerable members, helping them navigate difficult moments with empathy, expertise, and the right signposting to support. Every conversation you have has the potential to make a genuine difference to someone's financial and personal wellbeing.

If you're someone who leads with compassion, stays calm under pressure, and wants their work to mean something - this is the role for you.

A Day in the Life - Vulnerable Customer Support Specialist

• Communicating effectively and promptly with a variety of Stream customers with regards to all of our products; Flex Pay, Discounts, Loans and Savings.
• Maintaining a positive and empathetic attitude toward customers at all times.
• Knowing our products inside and out so that you can expertly answer customer inquiries.
• Demonstrating keen problem-solving skills, the ability to think on your feet, and taking initiative.
• Handling technical escalations, reproducing issues, and working with engineering to achieve resolution as required.
• Working closely with the team, management, as well as cross-functionally with other departments to ensure we create and deliver effective, efficient, and meaningful support experiences for our customers.
• Being a safe pair of hands for customers who may be experiencing financial difficulty, emotional distress, bereavement, domestic abuse, serious illness, or mental health challenges - ensuring every interaction is handled with care, dignity, and sensitivity.
• Identifying vulnerability indicators early in conversations, using active listening and empathetic questioning to understand a customer's situation fully before acting.
• Following FCA Consumer Duty and vulnerable customer guidelines to ensure we act in the best interests of the customer — adapting your communication style, pace, and approach to suit individual needs.
• Signposting customers to relevant internal support tools (budgeting, financial coaching, earned wage access) and external organisations (StepChange, Samaritans, Citizens Advice, etc.) where appropriate.
• Handling sensitive disclosures - including financial hardship or domestic situations with professionalism, following Stream's safeguarding and escalation protocols at all times.
• Accurately documenting customer vulnerability flags and case notes in line with regulatory requirements and Stream's internal standards, ensuring continuity of care.
• Collaborating closely with the wider Support team, Compliance, and our Customer Success department to flag systemic issues, share learnings, and continually improve how we serve our most at-risk customers.