SCUK Financial Support Advisor

Country: United Kingdom

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom.

For our customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is extremely rewarding as you can assist customers with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties.

You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.

You will be required to work full time in the office for an initial 6 month period and hybrid working will be assessed after a successful 6 month probation.

What you’ll be doing:

Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling systemOffering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreementNegotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandatesHandling each call in a professional telephone manner and have the ability to show empathy and sympathy as requiredTaking ownership of queries and complaintsUpdating system records accordingly ensuring data is accurate and factualAdministering and maintaining customer agreementsIdentifying and reporting on vulnerability escalating to Champions as dictated by individual circumstancesDealing with or escalating any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk frameworkProtecting and enhancing customer and company interestsBeing aware of latest legislation and enforcement developments to offer best advice to assist customer decision making processAdhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection

What we’re looking for:

A team player, whilst also being able to work autonomouslyStrong interpersonal skills and an excellent telephone mannerAbility to work well under pressure and to tight deadlinesHighly organised and possess strong planning skillsPositive and enthusiastic approachReceptive to changePrevious call centre or call handling experience is desirableAdequate computer literacy and numeracy skillsGood verbal and written communication skills

We have a range of benefits available which include:

Competitive salary of £26,950 - £29,000 dependent on experience25 days holiday per annum, plus bank holidaysAnnual bonus based on personal and company performance£500 flexible benefit allowanceGenerous pension contributionsEmployee assistance programmeEnhanced family friendly policiesSharesave schemeGym passes at a reduced rate for 3,000 gyms, leisure centres etcLocal retail and high street brands discounts

Other things you need to know:

The team operates between the hours of 9am until 6pm therefore you will be required to work a 3 weekly shift pattern Monday - Friday between these hours.

Please note: The team are currently working 9am to 5pm or 10am to 6pm. You will be given adequate notice if this changes.

Equal Opportunities

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed.  We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

What are the next steps:

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.