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

Santander USA; Bradford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent financial institution in the UK is seeking a Financial Care Specialist to assist customers in financial difficulty. The role involves establishing customer needs, providing tailored solutions, and offering education on available resources. Ideal candidates will have experience in customer service and resilience in challenging conversations. This position offers competitive pay and clear career progression opportunities.

Benefits

Starting salary of £24,992

£500 annual cash allowance

25 days’ holiday plus bank holidays

Discretionary performance-related bonus

Voluntary healthcare benefits

Free digital health services

8% pension contribution

Death-in-service benefit

Online employee discount platform

Qualifications

• Experience in a servicing, customer-driven telephony environment.
• Good communication and listening skills.
• Resilience in handling emotionally charged conversations.

Responsibilities

• Act as the first point of contact for customers experiencing financial difficulty.
• Establish customer needs to determine sustainable debt solutions.
• Provide education and signposting to appropriate resources.

Skills

Customer service experience

Good communication skills

Resilience in difficult conversations

Job description

Overview

Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations
Country: United Kingdom

Join our community:

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.

The difference you’ll make

• 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

• Experience of working in a servicing, customer-driven telephony environment
• Good communication and listening skills both at a customer and internal level
• Personal resilience when handling emotionally charged conversations

Nice to have

• Experience of supporting customers including vulnerable who are experiencing financial difficulties

What else you need to know

• We are hiring for multiple roles.
• Our preferred location for these roles are Bradford or Glasgow.
• We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).
• If you apply for this role in any of these locations, it’s important you consider your travelling distance, time and cost from your home to the office locations.
• We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.

Inclusion

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.

How we’ll reward you:

As well as salary, we offer a wide range of benefits that you can choose from and tailor to your needs. For part-time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.

• Starting salary of £24,992
• £500 annual cash allowance to spend on our great range of benefits.
• 25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
• Eligible for a discretionary performance-related annual bonus.
• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments.
• Free access to a range of digital health services, including GP.
• Free access to wellbeing apps and up to three weekly online classes.
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Support your favourite causes through charitable giving and our community partnerships.
• Share in Santander’s success by saving or investing in our shareplans.
• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services

Learn more about our benefits and family friendly policies

Right to work in the UK.

• Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

What to do next

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at [e-mail].

Additional Information

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.