A remote role at Affirm.
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Original listing text, shown exactly as published by the company.
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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
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Design and maintain customer identification and flagging frameworks, including taxonomy, severity classification, and case routing workflows
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Define and manage the distinction between Vulnerable Customers and Hardship/Breathing Space programmes, ensuring clear eligibility, treatment strategies, and exit criteria
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Develop and optimize agent scripts, decisioning guides, and escalation pathways to support sensitive customer interactions and needs-based outcomes
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Partner with Operations and Training teams to embed VC practices into agent workflows, onboarding, and QA frameworks
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Own metrics, dashboards, and reporting for the VC programme, including KPI/KRI definition and board-level reporting
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Serve as the internal SME on Consumer Duty and vulnerability, translating regulatory requirements into actionable operational practices
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Monitor regulatory developments (e.g., FCA reviews, Dear CEO letters) and drive gap assessments and program enhancements
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Partner with Compliance and Legal to support regulatory engagement, including supervisory requests and policy interpretation
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Lead governance of the VC programme, including risk management, control frameworks, and audit readiness
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Drive cross-functional execution with Data, Product, and Engineering to ensure accurate system capture, reporting, and scalability
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Experience designing or operating a Vulnerable Customers or Financial Difficulty programme within a UK-regulated financial services environment
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Strong knowledge of FCA Consumer Duty (PS22/9), FG21/1, and CONC, with the ability to translate regulation into operational practices
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Experience developing customer-facing scripts or communications for sensitive or regulated interactions
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Proven ability to define and manage metrics, reporting frameworks, and dashboards
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Strong cross-functional program management skills, with the ability to drive initiatives end-to-end
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Excellent written communication skills, including experience drafting policies, procedures, and board-level materials
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Experience in BNPL, Deferred Payment Credit, or high-volume consumer lending
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Familiarity with Breathing Space, Debt Respite Scheme, and vulnerability frameworks
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Exposure to credit reporting systems and their impact on vulnerable customers
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Experience supporting regulatory submissions or FCA engagement
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Understanding of the incoming DPC regulatory framework
Affirm
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Affirm is a financial technology company that provides "buy now, pay later" payment options. It allows consumers to split purchases into manageable, often interest-free, installments at checkout.
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