Vulnerable Customer Specialist

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 may be young, but we have an incredible team in place and big ambitions for the years ahead. We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive - enjoying what the world has to offer. We’re looking for a Vulnerable Customer Specialist to sit at the heart of Onmo's Specialist Care team, which forms part of the broader Customer Care function. This is a specialist frontline role focused exclusively on supporting customers who present with characteristics of vulnerability whether due to health conditions, life events, financial difficulty, or capability challenges. You will be the primary point of contact for customers referred into the Specialist Care pathway, responsible for conducting needs-based conversations, agreeing appropriate and sustainable forbearance solutions, and ensuring every interaction reflects Onmo's Consumer Duty obligations. This role is as much about empathy and advocacy as it is about finding appropriate arrears solutions. Responsibilities Manage a dedicated queue of customers identified or self-referred as vulnerable, ensuring consistent, compassionate, and individually tailored support throughout their journey. Conduct in-depth needs assessments using recognised vulnerability identification frameworks (e.g. TEXAS model) to understand each customer's circumstances, capacity, and needs. Agree and implement appropriate forbearance and recovery solutions; including payment plans andbreathing spaces, in line with regulatory guidelines and Onmo policy. Actively signpost and refer customers to relevant external support organisations including debt advice charities (e.g. StepChange,) and specialist services (e.g. Samaritans) where appropriate. Recognise and respond appropriately to customers who may be in acute personal distress, following Onmo's escalation and safeguarding protocols and ensuring no such interaction is closed without the correct support steps being taken and documented. Handle bereavement disclosures with sensitivity, applying temporary holds on collections activity where appropriate, recording the disclosure across all relevant systems, and signposting customers to external support services where appropriate. Recognise bereavement as a life event capable of triggering or deepening vulnerability, and adjust accordingly to ensure alignment to Onmo’s policy, fair treatment and good outcomes under Consumer Duty. Maintain accurate,…