Collections & Dispute Specialist; FTC

Collections & Dispute Specialist (12 month FTC)

Join to apply for the Collections & Dispute Specialist (12 month FTC) role at Santander Consumer (UK) plc

Location:

Milton Keynes, England, United Kingdom

Seniority level:
Associate

Employment type:

Full-time

Job function:
Customer Service

Base pay range: £25,000 - £28,000 (dependent on skills & experience)

Annual bonus based on personal and company performance

Employee assistance programme

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

• To receive incoming and make outbound calls to Customers in arrears via our automated & manual dialling system
• Negotiate 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
• Be persuasive, tenacious, and self-motivated
• Use negotiation and persuasion skills to gain customer commitment
• Administer and maintain customer agreements
• Be aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
• Liaise with external customers and third-party suppliers to resolve complex queries
• Trace and locate missing customers
• Prepare documentation for Police compounds and the litigation process
• Updating system records accordingly ensuring data is accurate and factual
• Handling each call in a professional telephone manner and can show empathy and sympathy as required
• Remaining empathic, calm, and acting in a professional, respectful and ethical manner, and have the confidence to deal with a range of different customers and make appropriate recovery decisions based on the current circumstances of each case
• Demonstrate tact, discretion, and composure under pressure
• Identifying and reporting on vulnerability as dictated by individual circumstances
• Comply with prescribed regulatory and company policies
• 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
• Awareness of latest legislation and enforcement
• Ensure complaints are managed in line with TCF and FCA regulation considerations

• Previous collections experience (preferred but not essential)
• Strong negotiation skills, and understanding of the importance of discretion and professionalism when dealing with sensitive financial matters
• Confident telephone manner
• Ability to work under pressure
• Computer Literacy and keyboard skills
• Sound numeracy skills
• Ability to work under pressure
• Tenacity when negotiating for a pre-determined outcome
• Persuasive, persistent and self-motivated

• Competitive salary of £25,000 - £28,000 (dependent on skills & experience)
• Annual bonus based on personal and company performance
• Employee assistance programme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

• The hours for this post are 09:00-17:00 across Monday to Friday
• The company induction is mandatory and will be held for one day in our Redhill, Surrey office (travel expenses will be covered)
• You will be required to work full time in the office during your training period until you are at the required standard to start working on a hybrid basis (this will be line managers discretion)

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.

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.