Emma started working at Payplan 14 years ago after working in the financial sector for a number of years. Emma joined as a personal finance manager and completed all aspects of the client journey, particularly focussed on maximising income, reducing expenditure, and taking all of the client’s circumstances into account to ensure the best outcome. During this time, Emma has gained professional qualifications in Certificate in Money Advice, MIMA Cert, counselling skills level 2 and is a plain numbers practitioner. From this Emma's passion for assisting Vulnerable clients grew and how best to help them, through really listening to their difficult situations, accessing support services, whilst managing the financial impact at the same time. Emma then became a client support specialist assisting colleagues and the business in best practice and meeting the FCA regulations. This led to the Vulnerable client teams being introduced to deliver bespoke services in terms of treatment and support. Emma is now Vulnerability lead, dedicated to further developing the Vulnerability strategy, which includes working with many external partners to develop our partnership strategy, accessibility and ensuring an inclusive service and developing our colleague wellbeing strategy further.