Financial Care Specialist | S1 P3 | Financial Support

Position: Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations
This job is with Santander UK, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations

Country:
United Kingdom

IT STARTS HERE
Santander () is evolving from  a global, high-impact brand  into a  technology-driven organisation , and our people are at the heart of this journey.  Together , we are driving a  customer-centric transformation  that values bold  thinking, innovation , and the  courage to challenge  what's possible.
This is more than a strategic shift.  It's a chance for driven professionals to grow, learn, and make a real difference .
Our mission is to contribute to help more  people and businesses prosper . We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Retail & Business Banking  Division focuses on the complete needs of our customers, aligned to our group structure and ambitions as a global business.
The division covers all products - Current Accounts, Savings, Cards, Unsecured Personal Loans, Mortgages, Insurance, Investments. It also includes customer interactions across branches, Work Cafés, contact centres, and wealth and digital channels.
It's also the home of our Financial Support and Vulnerable Customer teams, Santander brands Cater Allen and cahoot, as well as our Universities programme.
THE DIFFERENCE YOU MAKE
Financial Support  is looking for Financial Care Specialists based out of our  Bradford and Glasgow Locations.
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 our 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.
There are excellent career opportunities for colleagues looking to progress with clear pathways once you are proficient within your existing role.
We're  shaping the way we work  through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
Connecting customer needs with bespoke solutions, facilitating repayment of outstanding debts

Assisting the customer in making a well-informed decision using a variety of data from health and wealth perspective

Exhibiting significant personal resilience when overseeing customers in need

Championing the ongoing enhancement of customer experience and service quality through dedicated ownership and continuous learning

WHAT YOU'LL BRING
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We're  enabling teams to go beyond  by valuing who they are and empowering what they bring.
The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional Experience

Experience of working in a servicing, customer-driven telephony environment (Required)

Good communication and listening skills both at a customer and internal level (Required)

Experience of supporting customers including vulnerable who are experiencing financial difficulties (Preferred)

Personal resilience when handling emotionally charged conversations (Preferred)

WE VALUE YOUR IMPACT
At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond…