SCUK Financial Support Agent

Position: SCUK Financial Support Agent, 12 month Fixed Term Contract
## SCUK Financial Support Agent, 12 month Fixed Term Contract Apply:
Redhill:
Posted Today:
Req
1612779

SCUK Financial Support Agent, 12 month Fixed Term Contract 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.
***** 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
* 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
*
* What we’re looking for:

*** 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
** We have a range of benefits available which include:
*** 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
** Other things you need to know:
** 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
***** Equal Opportunities
** At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to…