Details.
Provide excellent customer support across Stream's Flex Pay, Discounts, Loans and Savings products, while identifying and supporting vulnerable customers. The role involves handling sensitive disclosures, recognising vulnerability indicators, following FCA Consumer Duty and safeguarding protocols, adapting communication to individual needs, signposting customers to appropriate internal and external support, documenting vulnerability flags and case notes, managing technical escalations, and collaborating with Support, Compliance, Customer Success and Engineering. Stream is seeking someone compassionate, non-judgemental and resilient, with experience supporting vulnerable or at-risk individuals, an understanding of financial vulnerability, strong communication and problem-solving skills, and sound judgement around safeguarding, documentation and escalation. Previous experience in regulated financial services is highly advantageous, and comprehensive product training will be provided. The role is based in London with a hybrid working policy and an expectation of four days per week in the office. Benefits include 25 days' annual leave plus public holidays, paid parental leave, private healthcare, a pension salary sacrifice scheme, an electric vehicle salary sacrifice scheme, a season ticket loan, a sabbatical scheme, paid volunteering leave and access to Stream's financial wellbeing services.