Country: United Kingdom
The Financial Support Agent plays a key role in supporting customers experiencing financial difficulty across Santander Consumer Finance products, including vehicle finance, leasing, and contract hire agreements.
This role involves handling sensitive customer conversations, assessing affordability, identifying sustainable repayment solutions, and ensuring fair customer outcomes in line with FCA regulation and Consumer Duty principles.
We are looking for individuals who combine empathy, resilience, sound judgement, and attention to detail with a strong commitment to customer service and regulatory compliance. This is an excellent opportunity to gain specialist experience within a regulated financial support environment while helping customers during challenging circumstances.
Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include
* Support customers across regulated and unregulated vehicle finance, leasing, and contract hire agreements experiencing financial difficulty.
* Manage inbound and outbound customer interactions relating to arrears, financial difficulty, and vulnerable customer support.
* Conduct affordability assessments to agree sustainable repayment arrangements aligned with regulatory requirements and internal mandates.
* Deliver fair and appropriate customer outcomes in accordance with Consumer Duty principles.
* Identify indicators of vulnerability and escalate where appropriate
* Provide customers with appropriate financial guidance and signposting to external support organisations where appropriate.
* Maintain accurate, factual, and compliant customer records across internal systems.
* Support litigation, recovery, and police compound administration processes where required.
* Monitor and manage workflow queues effectively.
* Liaise with internal departments, third parties, suppliers, and external agencies to resolve complex customer cases.
* Escalate risks in line with Santander Consumer risk policies and regulatory requirements.
* Remain informed on relevant legislative and enforcement developments.
* Protect customer and company interests through ethical and professional conduct.
* Adhere fully to Consumer Duty standards, ensuring customer needs are prioritised.
What we’re looking for
* Excellent verbal and written communication skills.
* Strong telephone and customer handling skills.
* Ability to manage sensitive and difficult conversations with empathy and professionalism.
* Strong attention to detail and accuracy.
* Ability to work independently and manage workload effectively.
* Effective planning, prioritisation, and organisational skills.
* Resilient and calm under pressure.
* Professional and ethical approach to customer interactions.
* Strong teamwork and collaboration skills.
* Experience within motor finance, leasing, contract hire, banking, or financial services is desirable.
* Experience in collections, arrears, financial support, or debt resolution is desirable.
* Experience supporting vulnerable customers is desirable.
* Experience conducting affordability assessments is desirable.
We have a range of benefits available which include:
* Competitive salary dependent on experience
* 25 days holiday per annum, plus bank holidays
* Annual bonus based on personal and company performance
* Private medical cover
* £500 flexible benefit allowance
* Generous pension contributions
* Employee assistance programme
* Sharesave scheme
* Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
Other things you need to know
* The hours for this role are 09:00-17:00 across Monday to Friday
Inclusion
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.