Affirm

1 month ago

Vulnerable Customer Manager (Backbook Integrations)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead and mature the Vulnerable Customers program within a UK-regulated BNPL/Deferred Payment Credit environment, aligning policy, operations, and compliance to FCA Consumer Duty guidance. Collaborate across Operations, Compliance, Legal and Data to design frameworks, agent experiences, and reporting that deliver fair customer outcomes at scale.

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Legal, Risk & Compliance

Seniority: Manager level

Key Responsibilities

•Own and evolve Affirm's Vulnerable Customers programme, including policy, procedures, and operational frameworks aligned with FCA Consumer Duty (PS22/9), FG21/1, and CONC.
•Design and maintain customer identification and flagging frameworks, including taxonomy, severity classification, and case routing workflows.
•Define and manage the distinction between Vulnerable Customers and Hardship/Breathing Space programmes, ensuring clear eligibility, treatment strategies, and exit criteria.
•Develop and optimize agent scripts, decisioning guides, and escalation pathways to support sensitive customer interactions and needs-based outcomes.
•Partner with Operations and Training teams to embed VC practices into agent workflows, onboarding, and QA frameworks.
•Own metrics, dashboards, and reporting for the VC programme, including KPI/KRI definition and board-level reporting.
•Serve as the internal SME on Consumer Duty and vulnerability, translating regulatory requirements into actionable operational practices.
•Monitor regulatory developments (e.g., FCA reviews, Dear CEO letters) and drive gap assessments and program enhancements.
•Partner with Compliance and Legal to support regulatory engagement, including supervisory requests and policy interpretation.
•Lead governance of the VC programme, including risk management, control frameworks, and audit readiness.
•Drive cross-functional execution with Data, Product, and Engineering to ensure accurate system capture, reporting, and scalability

Pay and Benefits

Perks:Health InsuranceEsppTime OffEquity

Key Requirements

•Experience designing or operating a Vulnerable Customers or Financial Difficulty programme within a UK-regulated financial services environment.
•Strong knowledge of FCA Consumer Duty (PS22/9), FG21/1, and CONC, with the ability to translate regulation into operational practices.
•Experience developing customer-facing scripts or communications for sensitive or regulated interactions.
•Proven ability to define and manage metrics, reporting frameworks, and dashboards.
•Strong cross-functional program management skills, with the ability to drive initiatives end-to-end.

Experience:BNPLUK financial servicesConsumer protection

Skills:CommunicationCollaborationProblem-solvingStakeholder managementAttention to detail

Languages:English

Tech Stack:Data analyticsReporting

Company Brief

Affirm

Provides point-of-sale lending and buy-now-pay-later (BNPL) solutions for consumers and merchants, enabling installment payments, consumer financing, and embedded financial services through APIs and partnerships with retailers and platforms.

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Affirm

1 month ago

Vulnerable Customer Manager (Backbook Integrations)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Legal, Risk & Compliance

Seniority: Manager level

Key Responsibilities

•Own and evolve Affirm's Vulnerable Customers programme, including policy, procedures, and operational frameworks aligned with FCA Consumer Duty (PS22/9), FG21/1, and CONC.
•Design and maintain customer identification and flagging frameworks, including taxonomy, severity classification, and case routing workflows.
•Define and manage the distinction between Vulnerable Customers and Hardship/Breathing Space programmes, ensuring clear eligibility, treatment strategies, and exit criteria.
•Develop and optimize agent scripts, decisioning guides, and escalation pathways to support sensitive customer interactions and needs-based outcomes.
•Partner with Operations and Training teams to embed VC practices into agent workflows, onboarding, and QA frameworks.
•Own metrics, dashboards, and reporting for the VC programme, including KPI/KRI definition and board-level reporting.
•Serve as the internal SME on Consumer Duty and vulnerability, translating regulatory requirements into actionable operational practices.
•Monitor regulatory developments (e.g., FCA reviews, Dear CEO letters) and drive gap assessments and program enhancements.
•Partner with Compliance and Legal to support regulatory engagement, including supervisory requests and policy interpretation.
•Lead governance of the VC programme, including risk management, control frameworks, and audit readiness.
•Drive cross-functional execution with Data, Product, and Engineering to ensure accurate system capture, reporting, and scalability

Pay and Benefits

Perks:Health InsuranceEsppTime OffEquity

Key Requirements

•Experience designing or operating a Vulnerable Customers or Financial Difficulty programme within a UK-regulated financial services environment.
•Strong knowledge of FCA Consumer Duty (PS22/9), FG21/1, and CONC, with the ability to translate regulation into operational practices.
•Experience developing customer-facing scripts or communications for sensitive or regulated interactions.
•Proven ability to define and manage metrics, reporting frameworks, and dashboards.
•Strong cross-functional program management skills, with the ability to drive initiatives end-to-end.

Experience:BNPLUK financial servicesConsumer protection

Skills:CommunicationCollaborationProblem-solvingStakeholder managementAttention to detail

Languages:English

Tech Stack:Data analyticsReporting

Company Brief

Affirm

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn