Why apply for this role?
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 so rewarding as you can assist a customer, post default, with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties, after the Collections team have processed this, whilst protecting their information through our GDPR and data protection guidelines. This is a varied and interactive role where no two days are the same.
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:
Receive inbound and make outbound callsProactive telephone contact with customers to attempt engagement and understand customer situationEnsure compliance with appropriate legislation and regulatory bodiesAdhere to company procedures and policiesAdminister and maintain customer agreementsNegotiate affordable payment plans with customersLiaise with external customers to resolve complex queriesLiaise with agents regarding voluntary terminations and repossessionsLiaise with solicitors regarding customer agreementsNegotiate with nominated third parties both verbally and in writingTrace and locate missing customersPrepare documentation for Police compounds and litigation process.Working and monitoring queuesDeal with or escalate any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk frameworkWhat we’re looking for:
A team player, whilst also being able to work autonomouslyStrong negotiating skills and an excellent telephone mannerAbility to work well under pressure and to tight deadlinesAttention to detailTenacity when negotiating for a pre-determined outcomePositive and enthusiastic approachReceptive to changeAdequate computer literacy and numeracy skillsGood verbal and written communication skillsPrevious collections experience requiredIn depth knowledge of company and regulatory proceduresWe have a range of benefits available which include:
Competitive salary of £27,000 - £30,000 dependant 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 discountsOther things you need to know:
The team currently operates between the hours of 9am until 5pm weekly with 3 days in the office. 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.