Affirm
Mid
Vulnerable Customer Manager at Affirm — owning the UK FCA Consumer Duty vulnerability program end-to-end
This is a regulated-operations role, not a general Data Analyst role: Affirm needs someone to own the Vulnerable Customers program for its UK BNPL business, translating FCA Consumer Duty (PS22/9), FG21/1, and CONC into agent-facing policy, scripts, and reporting. The interview probes regulatory fluency, program ownership, and cross-functional execution with Compliance, Legal, and Data.
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这场面试考什么
- FCA Consumer Duty (PS22/9), FG21/1, and CONC — translating regulation into operational policy
- Vulnerable Customer identification, flagging taxonomy, and severity classification
- Distinguishing Vulnerable Customer vs Hardship/Breathing Space treatment and exit criteria
- Agent scripts, decisioning guides, and escalation pathway design for sensitive interactions
- KPI/KRI definition and board-level reporting; governance, risk, and audit readiness
- Cross-functional execution with Operations, Compliance, Legal, and Data/Product/Engineering
常见提问方向
How would you design a vulnerability flagging and severity-classification framework from scratch
How do you distinguish and route between Vulnerable Customer and Hardship/Breathing Space programmes
Walk me through a policy or script you wrote for a regulated, sensitive customer interaction
How have you translated a specific FCA requirement (Consumer Duty, CONC) into an operational control
Describe a time you built or reported KPI/KRI dashboards to senior stakeholders or a board
How do you partner with Compliance and Legal during a regulatory review or supervisory request
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