Vulnerable Customer Specialist

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. We Are Seeking Someone who genuinely cares. Not just about hitting metrics but about people. The ideal candidate will bring: A compassionate, non-judgemental approach - you treat every customer as an individual, never making assumptions about their circumstances. Experience supporting vulnerable or at-risk individuals - this could be from financial services, social care, mental health services, debt advice, housing, charity work, or any customer-facing role where vulnerability was a key consideration. We value lived experience just as highly as professional experience. An understanding of financial vulnerability - you know that vulnerability isn't always visible, and you're confident in identifying a wide range of indicators (financial difficulty, cognitive impairment, life events, emotional distress). Knowledge of or exposure to FCA Consumer Duty and/or vulnerable customer frameworks - formal training is a bonus but not essential; curiosity and a willingness to learn is non-negotiable. Strong emotional resilience - you can hold space for difficult conversations without it taking a personal toll, and you know when and how to escalate and decompress. Exceptional communication skills - written and verbal, with the ability to adapt your tone and language depending on who you're speaking to. A problem-solving mindset - you don't just follow a script; you think about what the customer actually needs and find the best path to get them there. Attention to detail and sound judgement when it comes to safeguarding, documentation, and escalation decisions. Previous experience in a regulated financial services environment is highly advantageous. Comprehensive product training will be provided - but your instinct for people, and your commitment to doing right by them, is what we're really looking for. Working Policy: We operate a hybrid working policy with 4 days a week in-office expectation. What We'll Do For You 25 Days Annual Leave in addition to public holidays (up to 5 days rollover), plus flexible time off for ad-hoc childcare, family, or caring needs 24 weeks' paid Maternity Leave and 4 weeks' paid Paternity Leave for employees with over 12 months' service Special Leave for IVF and other fertility treatments Sabbatical scheme Paid volunteering leave - give back on us Private Healthcare including comprehensive mental and physical health support Pension salary sacrifice - plus bonus exchange to pension, saving on Tax and NI with added compound growth Electric vehicle salary sacrifice scheme Season Ticket Loan Access to ThanksBen - THE benefits marketplace. Choose what you want, when you want: Workplace Nurseries, Cycle to Work, Home and Tech Scheme, and more And the best benefit of all - access to Stream for your own financial wellbeing At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status. Department Operations Locations London Office Remote status Hybrid About Stream Stream improves the financial wellbeing of 4 million frontline workers, with a workplace finance platform built around their pay. Award-winning employers like Asda, Bupa, Crate & Barrel, Pizza Express and the NHS make money fairer and work more rewarding, by offering Stream as an employee benefit. Stream is a B Corporation that was founded with a social charter and built with the Fair By Design financial inclusion campaign. For full details head to https://stream.co/en/company/careers Founded in 2018 Co-workers Over 250