Customer Financial Support Associate

Specialist Motor Finance Limited; Chester; On-site; GBP 23,000 - 33,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team in Chester. This role focuses on supporting customers who are experiencing difficulties with their hire purchase agreements. You will be responsible for assessing individual circumstances, negotiating payment arrangements, and ensuring that all interactions are fair and supportive. With a commitment to integrity and customer care, you will play a vital role in helping customers navigate their financial obligations while maintaining compliance with regulatory standards. This is a fantastic opportunity to make a positive impact in a collaborative environment, where your skills in communication and empathy will be highly valued.

Qualifications

• Strong communication skills to effectively engage with customers.
• Ability to negotiate payment arrangements based on individual circumstances.

Responsibilities

• Communicate with customers to support them in meeting payment obligations.
• Review customer agreements and repayment plans regularly.
• Deliver outstanding customer service in line with company policies.

Skills

Customer Communication

Negotiation Skills

Problem Solving

Attention to Detail

Empathy

Education

High School Diploma

Relevant Work Experience

Job description

Location: Chester
Department: CFS
Terms: Permanent
Position type: Full-time/part-time
Job code: C065
Reporting to: CFS Team Leader
Salary – £23,400-£33,000

About SMF

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.
Established in 2014, SMF have built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customers
throughout the life of their agreement.

About the role

To communicate with customers who have failed to meet their contractual payments towards their Hire Purchase agreement. Assessing each customer’s circumstance on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customers agreement up to date as soon as possible.

Key responsibilities

• Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to date.
• Ensure that all customer agreements are reviewed thoroughly to understand the customer’s situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place.
• Review arrears repayment plans on a regular basis to ensure they remain in line with the customer’s circumstances.
• Identify, recognize and work with customers whose circumstances are often vulnerable.
• Communicate with our customers both verbally and in writing in a clear, fair and not misleading way.
• Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved.
• Where applicable signpost customers to relevant non-for-profit organizations for support and advice
• Support colleagues and the department to ensure all department aims are achieved.
• Work towards achieving daily and monthly targets both individually and as a team.
• Deliver outstanding customer service at all times in line with our vulnerable customers and debt collections policies and procedures.
• Conduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly.
• Carry out additional tasks where reasonably expected.
• Liaise from time to time with 3rd parties in relation to the management of the customer’s account.
• Raise any procedural, departmental risks and concerns in line with company process and escalation routes.

Candidate requirements

The successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance. These rules include:

• You must act with integrity.
• You must act with due skill, care and diligence.
• You must be open and cooperative with the FCA, the PRA and other regulators.
• You must pay due regards to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.
• You must act to deliver good outcomes for retail customers.