VC Support Agent

Evergreen Finance

. Process inbound calls from customers and transfers from customer support professionally and accurately .

Posted 9/23/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer interactions within the financial services industry, focusing on vulnerable customers while ensuring compliance with FCA guidelines. Proven ability to achieve customer satisfaction through effective communication, attention to detail, and results-driven strategies.

Highest-signal resume keywords

Experience With Vulnerable CustomersCustomer Centric Environment ExperienceFCA Guidelines ComplianceConsumer Credit Environment ExperienceExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Contact RecordingPayment Plan DevelopmentQuality Assurance MetricsKPI AchievementNumerical Communication SkillsAttention To DetailProbing SkillsListening SkillsBasic Legal Process KnowledgeComputer Literacy

Soft Skills

Strong Team PlayerResults-FocusedCustomer Satisfaction Driven

Industry Keywords

Financial ServicesFCA GuidelinesConsumer CreditVulnerable CustomersQuality Customer Service

About the role

Key responsibilities & impact

Process inbound calls from customers and transfers from customer support professionally and accurately
Process outbound calls to customers regarding income and expenditure details, due and overdue accounts, payments, and arrangements within affordable guidelines
Record all customer contact notes accurately on the system
Achieve affordable payment plans and help customers get back on track
Reduce default and delinquency for assigned accounts
Establish and maintain effective working relationships with customers and colleagues
Ensure customer outcomes comply with regulations and benefit the customer and business
Meet department Quality Assurance metrics, KPIs, and SLAs
Work effectively independently and as part of a team
Maintain and develop department performance and conduct standards
Support other departments to ensure a positive customer journey
Provide regular feedback to Line Managers

Requirements

What you’ll need

1 year experience working with Vulnerable customers
3 years experience in a customer centric environment
Financial services industry experience
Experience of working within the FCA guidelines
Knowledge and experience in dealing with vulnerable customers
Results-focused and customer satisfaction driven
Excellent verbal, written and numerical communication skills
Strong team player
Attention to detail and accuracy
Focus on quality customer service
Probing and Listening skills
Competent computer literate ability
Previous experience of working in a Consumer Credit environment
Basic knowledge of legal process/procedure (Small Claims)

Benefits

Comp & perks

Annual leave - 28 days including bank holiday
Time-off on Birthday
Gym benefits
Childcare benefits
Health cash plan
Aviva pension
Professional subscription benefits