SCUK Financial Support Agent

Santander; Redhill; On-site; GBP 25,000 - 33,000; Full time

Job summary

Santander Consumer Finance UK (SCUK) is seeking a Financial Support Agent to support customers in arrears. You will handle calls, listen, and provide guidance on payment plans while adhering to CONC and risk policies. Join a supportive team and work toward positive customer outcomes.

You will initially work full time in the office for 3 months, with hybrid working assessed after probation. You’ll need a proactive, empathetic approach and strong organisational skills.

Qualifications

• Strong interpersonal skills and excellent telephone manner.
• Ability to work under pressure and meet deadlines.
• Highly organized with planning skills.
• Team-oriented with ability to work autonomously.

Responsibilities

• Receive incoming calls from customers in arrears and discuss options per Santander policies.
• Negotiate affordable payment plans and guide customers toward suitable outcomes.
• Update customer records accurately and maintain documentation.
• Identify vulnerabilities and escalate to Champions as required.
• Adhere to risk policies, regulatory guidelines, and consumer protection standards.

Skills

Team player

Telephone manner

Interpersonal skills

Work autonomously

Job description

SCUK Financial Support Agent

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 3 month period and hybrid working will be assessed after a successful 3 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