Financial Support Agent — Hybrid, Debt Guidance

Banco Santander SA; Redhill; Hybrid; GBP 28,000 - 29,000; Full time

Benefits offered by this job

25 days holiday

Annual bonus

Flexible benefit allowance

Pension contributions

Employee assistance programme

Enhanced family friendly policies

Sharesave scheme

Gym discounts

Discounts

Job summary

Santander Consumer Finance UK (SCUK) is recruiting a Financial Support Agent in Redhill, delivering support to customers in arrears and guiding them through suitable options. You will handle calls with empathy, signpost financial solutions, and update records accurately.

The role initially requires office-based work for 6 months with hybrid working to be assessed after probation. The team emphasizes customer protection and compliant practices in all interactions.

Qualifications

• A team player who can also work autonomously.
• Strong interpersonal skills and an excellent telephone manner.
• Ability to work well under pressure and to tight deadlines.
• Highly organised with strong planning skills.
• Positive and enthusiastic approach.
• Receptive to change.
• Call centre or call handling experience desirable.
• Adequate computer literacy and numeracy skills.
• Good verbal and written communication skills.

Responsibilities

• Receiving incoming calls and making outbound calls to customers in arrears via our automated and manual dialing system.
• Offering customers appropriate guidance on their finance agreement and suitable options.
• Negotiating affordable payment plans acceptable to Santander Consumer Finance and the customer.
• Handling calls professionally with empathy and sensitivity.
• Taking ownership of queries and complaints and updating records.
• Identifying vulnerability and escalating to Champions as dictated by circumstances.
• Managing risks in line with Santander UK risk policies and regulatory guidelines.
• Protecting and enhancing customer and company interests.
• Adhering to Consumer Duty commitments and higher standards of protection.

Skills

Interpersonal skills

Telephone manner

Work under pressure

Organisational skills

Planning skills

Positive attitude

Receptive to change

Call centre experience

Computer literacy

Verbal and written communication

Tools

None

Job description

Santander Consumer Finance UK (SCUK) is recruiting a Financial Support Agent in Redhill, delivering support to customers in arrears and guiding them through suitable options. You will handle calls with empathy, signpost financial solutions, and update records accurately.

The role initially requires office-based work for 6 months with hybrid working to be assessed after probation. The team emphasizes customer protection and compliant practices in all interactions.