Related skills
governance conc regulatory compliance vulnerable customers📋 Description
- Own Vulnerable Customers programme; align policy with FCA rules (PS22/9, FG21/1, CONC)
- Design and maintain customer identification and flagging frameworks (taxonomy, severity, routing)
- Define eligibility and exit criteria for Vulnerable Customers vs Hardship/Breathing Space
- Develop agent scripts, decisioning guides, and escalation pathways
- Partner with Operations and Training to embed VC practices into workflows and QA
- Own VC metrics, dashboards, and board-level reporting
🎯 Requirements
- Experience designing/operating Vulnerable Customers programs in UK-regulated finance
- Strong knowledge of FCA Consumer Duty (PS22/9), FG21/1, CONC
- Experience creating customer-facing scripts for sensitive regulated interactions
- Proven ability to define and manage metrics, reporting frameworks, dashboards
- Cross-functional program management; drive initiatives end-to-end
- Excellent written communication; draft policies, procedures, and board materials
🎁 Benefits
- Remote-first company
- Health care coverage for you and dependents
- Flexible Spending Wallets for tech, food, lifestyle
- Time off: vacation and holidays
- ESPP and equity rewards
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