Overview
Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations – Santander UK
You would act as first point of contact via telephony for Santander’s Retail Customers who are in arrears and/or experiencing financial difficulty. The role will support customers across all Retail Products – Mortgages, Loans, Banking and Credit Cards. You would use enhanced questioning and comprehensive fact finding to establish the customer’s needs to determine appropriate sustainable debt solutions and identifying any customer vulnerability. Working with the customer ensuring that appropriate and defined vulnerability strategies are deployed to ensure the right outcome and provide education and appropriate sign posting to our customers, utilising Online Resources, Third Parties and Budget Planning Tools.
Location: Bradford or Glasgow, United Kingdom. We are hiring for multiple roles with a hybrid working pattern; expected attendance in an office is at least 12 days per month (pro-rata for part-time roles).
Responsibilities
* Connect customer needs with bespoke solutions, facilitating repayment of outstanding debts.
* Assist the customer in making a well-informed decision using data from health and wealth perspectives.
* Exhibit resilience when supporting customers in need.
* Champion ongoing enhancement of customer experience and service quality through ownership and continuous learning.
What you’ll bring
* Experience of working in a servicing, customer-driven telephony environment.
* Good communication and listening skills at customer and internal levels.
* Personal resilience when handling emotionally charged conversations.
Nice to have
* Experience of supporting customers including vulnerable individuals who are experiencing financial difficulties.
What else you need to know
* We are hiring for multiple roles.
* Preferred locations: Bradford or Glasgow.
* Hybrid working pattern with site-based contracts; travel considerations from home to office.
* Discussion of working patterns during recruitment.
Inclusion and Benefits
Santander is committed to a diverse and inclusive workplace. Benefits include a salary and a range of options you can tailor to your needs, prorated for part-time/contract roles where applicable.
* Starting salary of £24,992
* £500 annual cash allowance for benefits
* 25 days’ holiday + bank holidays (26 days after 5 years); option to purchase up to 5 extra days
* Discretionary performance-related bonus
* Voluntary healthcare benefits and digital health services
* 8% pension contribution as a base, with potential up to 12.5% depending on employee contribution
* Death-in-service and income protection insurance; optional life assurance and critical illness cover
* Support charitable giving and community partnerships
* Share plans and 24/7 online employee discounts platform
* Access to staff versions of Santander products with no fees where available
Right to work
Right to work in the UK is required. If a visa/work permit is needed, this will not influence progression, but if not granted, Santander will not proceed with the application.
What to do next
If this sounds like a role you’re interested in, please apply. For accessibility or recruitment process assistance, contact resourcing@santander.co.uk.
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