SCUK Financial Support Advisor, month Fixed Term ContractCountry: 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. This is a month FTC.
What you’ll be doing:
1. Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system
2. Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement
3. Negotiating 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 mandates
4. Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required
5. Taking ownership of queries and complaints
6. Updating system records accordingly ensuring data is accurate and factual
7. Administering and maintaining customer agreements
8. Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
9. Dealing 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 framework
10. Protecting and enhancing customer and company interests
11. Being aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
12. Adhering 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:
13. A team player, whilst also being able to work autonomously
14. Strong interpersonal skills and an excellent telephone manner
15. Ability to work well under pressure and to tight deadlines
16. Highly organised and possess strong planning skills
17. Positive and enthusiastic approach
18. Receptive to change
19. Previous call centre or call handling experience is desirable
20. Adequate computer literacy and numeracy skills
21. Good verbal and written communication skills
We have a range of benefits available which include:
22. Competitive salary of £, - £, dependent on experience
23. days holiday per annum, plus bank holidays
24. Annual bonus based on personal and company performance
25. £ flexible benefit allowance
26. Generous pension contributions
27. Employee assistance programme
28. Enhanced family friendly policies
29. Sharesave scheme
30. Gym passes at a reduced rate for, gyms, leisure centres etc
31. Local retail and high street brands discounts
Other things you need to know:
The team operates between the hours of am until pm therefore you will be required to work a weekly shift pattern Monday - Friday between these hours.
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.
Should you want to be considered for part time hours, please let us know and we can assess your requirements.
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.