SCUK Financial Support Advisor

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, whilst protecting their information through our GDPR and data protection guidelines. This is a varied and interactive role.

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 system.


• Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement


• 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.


• Complying with prescribed regulatory and company policies at all times.


• Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required.


• Taking ownership of queries and complaints.


• Updating system records accordingly ensuring data is accurate and factual.


• Administering and maintaining customer agreements


• Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances


• 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


• Protecting and enhancing customer and company interests


• Being aware of latest legislation and enforcement developments in order to offer best advice to assist customer decision making process


• Be persuasive, tenacious, and self-motivated


• Use negotiation and persuasion skills to gain customer commitment.


• Adhering to our commitment to Consumer Duty ensuring we put our Customers' needs first and set higher and clearer standards of consumer protection
  
  A team player, whilst also being able to work autonomously


• Strong interpersonal skills and an excellent telephone manner


• Ability to work well under pressure and to tight deadlines


• Highly organised and possess strong planning skills


• Positive and enthusiastic approach


• Receptive to change


• Previous call centre or call handling experience is desirable


• Adequate computer literacy and numeracy skills


• Good verbal and written communication skills
  
  Competitive salary of £25,000 - £27,000 dependent on experience


• 25 days holiday per annum, plus bank holidays


• Annual bonus based on personal and company performance


• £500 flexible benefit allowance


• Generous pension contributions


• Employee assistance programme


• Enhanced family friendly policies


• Sharesave scheme


• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc


• Local retail and high street brands discounts


Other things you need to know:

The department operates between the hours of 9am until 8pm therefore you will be required to work the shift pattern as follows to cover the operating hours:

Week 1 - 9am to 3.30pm Monday to Friday with half an hour unpaid break.

Week 2 - 12pm to 8pm Monday to Friday with one-hour unpaid break plus, Saturday 9am to 2pm.

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

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.