Financial Support Officer

Redwood Bank; Warrington; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Redwood Bank is looking for a dedicated Financial Support Officer who is passionate about providing top-notch customer service. The role involves handling customer complaints, managing early arrears strategies, and collaborating with the Collections & Recoveries team. Ideal candidates will demonstrate strong communication skills, attention to detail, and a commitment to customer support. This position offers a hybrid working model and a comprehensive benefits package to support work-life balance.

Benefits

Hybrid working model: work from home 2-3 days per week

Generous holiday allowance plus a day off for your birthday

Pension employer contribution of 10%

Comprehensive health and wellbeing support

Access to employee discounts and perks

Maternity, paternity, and paid carers leave

Qualifications

• Strong customer support experience required.
• Understanding of Treating Customers Fairly essential.
• Capability to manage complaints and customer vulnerabilities.

Responsibilities

• Maintain high levels of customer service and manage complaints.
• Support the Collections & Recoveries team.
• Log and respond to customer queries and follow up as necessary.

Skills

Interpersonal Skills

Communication Skills

Attention to Detail

Organizational Skills

Tools

MS Office (Excel, Word, Outlook, PowerPoint)

Job description

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Job DescriptionJoin Redwood Bank – Where Innovation Meets Inclusivity
About Redwood Bank
Redwood Bank launched in August 2017 with a view to offering a real alternative for small and medium sized organisations looking to make sure that their properties and cash work harder for them. We are a team of talented individuals who make a genuine difference to the future of business lending and savings.
Our inhouse culture has been carefully cultivated to support curious minds within a collaborative workforce. As a fast-developing Challenger Bank, we are always seeking ambitious, loyal, and dedicated people who have diverse backgrounds, experiences, and skills.
At Redwood Bank we truly believe that we are powered by our people, and we expect all staff to put customers interest at the heart of what they do by promoting and adhering to the Bank’s Values –Certainty, Simplicity, Tirelessness, Integrity.

About the Role
As a Financial Support Officer, the successful candidate will play a key role in maintaining best-in-class customer service, ensuring that complaints and expressions of dissatisfaction are minimised. They will own the early arrears contact strategy, taking proactive steps to action and record interactions effectively while following up on customer call-back requests as needed. Additionally, they will support the Collections & Recoveries team in managing early arrears and minimising losses for the Bank. A key aspect of the role includes logging and responding to complaints, handling inbound and outbound calls with professionalism, and demonstrating empathy when required. The candidate will also be responsible for updating system records accurately and factually, identifying customer vulnerabilities, and escalating cases to the Senior Loan Admin Officer where appropriate. They will undertake various ad hoc tasks to support the wider aims of the department and the Bank while offering customers appropriate financial guidance and signposting to ensure they receive the necessary supportJob RequirementsTo be successful in this role, candidates should have a strong ability to set priorities and work productively and independently, while remaining receptive to change and acting as a proactive agent for improvement. Previous experience in a customer support role is essential, along with expertise in Treating Customers Fairly and a deep understanding of how to support vulnerable customers. Strong interpersonal and communication skills are key, as is a high level of organisation, accuracy, and attention to detail to ensure deadlines are met effectively. The ideal candidate will be a team player—flexible and adaptable—who thrives in a dynamic environment.
Additionally, proficiency in MS Office (Excel, Word, Outlook, PowerPoint) would be beneficial, alongside experience in lending to SMEs and individuals across various sectors. The ability to work both independently and collaboratively is desirable, ensuring they can contribute effectively to team objectives while taking ownership of their responsibilities.Job Responsibilities

Job BenefitsWhy Redwood Bank?
We offer more than just a competitive salary and discretionary bonus scheme. Our benefits are designed to support your wellbeing, work-life balance, and personal development:

• A hybrid working model that lets you work from home two to three days per week
• An inclusive culture with a friendly, family-like atmosphere
• Generous holiday allowance plus a day off for your birthday
• Pension employer contribution of 10%
• Access to BenefitsHub with a wide range of employee discounts and perks on brands, restaurants, holidays, and “away” days
• Comprehensive health and wellbeing support including private medical insurance, digital GP 24/7, dental cover, health assessments, income protection, critical illness insurance, and death in service
• Employee Assistance Programme for confidential support
• Cycle2work Scheme to help you stay active and save
• Generous maternity, paternity, and paid carers leave
• Charity Day to give back to the community
  
  

If you’re seeking a career where you’re truly respected as an individual and your contributions genuinely matter, then Redwood Bank is the place for you. We value potential just as much as experience, so don’t worry if you don’t meet every single requirement on the job description. If you believe you’d be a great fit, we’d love to hear from you!

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative

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