SCUK Financial Support Agent

SCUK Financial Support Agent Country:
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. 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.

• 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
• 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 to offer best advice to assist customer decision making process
• 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 £27,500 - £29,000 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

The team operates between the hours of 9am until 6pm, working either 9am – 5pm or 10am – 6pm.

Please note:

Our department hours will be 9am – 7pm and Saturdays 9am – 1pm.

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…