QA & Vulnerable Customer Specialist

About Salary Finance

Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK.

By improving employee financial wellbeing, we have a very real and meaningful impact on people’s lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK’s leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and funding partnerships with JP Morgan and Blue Owl.

Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC’s Responsible Business of Year 2018, included in KPMG’s Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors.

Your role in our mission

This is a hybrid role that combines quality assurance monitoring and vulnerable customer expertise. It sits across both Customer Service and Collections within Customer Operations, providing independent QA oversight while acting as the firm's central specialist for vulnerability identification, support, and good outcomes.

What you'll do

On the QA side:

• Conduct quality checks that review customer interactions across a variety of front line teams that may span underwriting, general servicing, collections and complaints.

• Review specific aspects of the customer journey to ensure each individual agent is receiving adequate QA coverage.

• Providing constructive and coherent feedback on calls, emails and/or live chats for the development of agents.

• Marking the customer interactions against a set scoring sheet.

• Participating in calibration sessions amongst stakeholders to ensure consistency when scoring and ensuring any new guidance updates are factored into the scoring

• Participating in QA calibration sessions to ensure alignment in scoring within the QA team

• Assisting with second line reviews on third party providers and providing feedback

• Supporting new QA’s with accreditation, queries and upskilling

• As AI coverage increases, shift human QA effort towards exception cases, complex vulnerability interactions, and calibration exercises, ensuring the human role remains focused on the areas where judgement matters most.

As the VC Specialist:

• Act as the central expert on vulnerability identification and support across Customer Operations, covering both CS and Collections.

• Develop and maintain the vulnerability framework: identification triggers, response protocols, escalation pathways, and outcome monitoring processes.

• Provide direct support on complex vulnerability cases, advising frontline specialists and intervening where needed.

• Ensure that customers identified as vulnerable receive appropriate adjustments, forbearance, and support throughout their journey.

• Monitor vulnerability case outcomes to ensure they meet FCA Consumer Duty standards and identify where practice needs to improve.

• Design and deliver vulnerability training for all Customer Operations staff, including UK teams and outsourced agents in Cape Town and Mumbai.

• Run regular case review sessions using real QA examples (anonymised) to build team capability, calibrate quality standards, and improve vulnerability handling.

• Support the onboarding of new specialists to ensure competence in both quality expectations and vulnerability identification from day one.

• Use QA monitoring as a direct lens on vulnerability handling: assess how effectively teams are identifying and supporting vulnerable customers in real interactions, not just on paper.

About you

• You have strong analytical skills: able to assess interactions objectively, identify patterns in quality data, and translate findings into practical coaching recommendations

• You have experience working with vulnerable customers, including identification, support, and outcome monitoring.

• You understand FCA Consumer Duty requirements, particularly as they relate to quality outcomes and vulnerability.

• You have experience working across multiple teams or locations to embed consistent standards.

• You have strong written communication skills for QA feedback, policy documentation, and regulatory reporting.

• You are organised and disciplined, able to maintain a structured QA rhythm across two functions and multiple locations without losing quality or consistency

Who you are

While we embrace diverse backgrounds and perspectives, we’re united by a shared mindset. We look for team members who live these values every day:

• Take Ownership: We own the entire journey and see outcomes through from start to finish

• Dig Deeper :We ask why, investigate root causes, and build solutions that last

• Stronger Together :We choose collaboration, share knowledge freely, and lift each other up

• Momentum Matters :We act with purpose, remove blockers, and default to action

• Make a Lasting Impact :We think long-term, put people before numbers, and change the system for good

What do you get for all your hard work?

• Company bonus scheme 💰

• 25 days holiday increasing by one day for every year of service up to 30 days, plus a day off for your birthday 🎂

• Hybrid working arrangements so you can work from the office and from home with a budget to help you get set up🏠

• Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships 🤸

• Enhanced policies that are family and pet friendly, to include company sick pay and peternity leave 🐶

• Great career development in a fast paced environment 🚀

• Regular company socials

• Volunteer days as part of our CSR program 🤝

• More great perks to include weekly snacks, tuckshop, cycle to work, help to save and much more! 🍭

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is changing people’s lives for the better then we’d love to hear from you.

Learn more at salaryfinance.com

Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.

If there’s anything we can do to accommodate your specific situation, please let us know.