SCUK Financial Support Agent, 12 month Fixed Term Contract

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

Benefits offered by this job

Annual bonus

Flexible benefit allowance

Pension contributions

Employee assistance programme

Enhanced family friendly policies

Sharesave scheme

Gym passes

Discounts on local brands

Job summary

Santander Consumer Finance UK is seeking a SCUK Financial Support Agent on a 12 month fixed term contract in the United Kingdom. You will handle inbound and outbound calls to customers in arrears, offer clear financial guidance, and negotiate affordable payment plans with a view to optimal customer outcomes.

You’ll work full time in the office for an initial 3 month period with hybrid working to be assessed after probation. Strong communication, empathy and data accuracy are essential to succeed.

Qualifications

• Experience in a call centre or call handling is desirable.
• Strong verbal and written communication skills.
• Adequate computer literacy and numeracy skills.

Responsibilities

• Receive incoming calls and make outbound calls to customers in arrears.
• Offer financial signposting, options and guidance on finance agreements.
• Negotiate affordable payment plans acceptable to both parties.
• Handle queries and complaints in a professional manner.
• Update system records, administer and maintain customer agreements.
• Identify vulnerability and report/escalate as required.
• Comply with risk policies, regulatory guidelines and Consumer Duty.
• Protect and enhance customer and company interests.

Skills

Team player

Interpersonal skills

Telephone manner

Working under pressure

Organised

Planning skills

Positive attitude

Adaptable to change

Call centre experience

Computer literacy

Numeracy skills

Verbal communication

Written communication

Job description

SCUK Financial Support Agent, 12 month Fixed Term Contract 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.

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

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 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
• Positive and enthusiastic approach
• Receptive to change
• Previous call centre or call handling experience is desirable
• Adequate computer literacy and numeracy skills
• Good verbal and written communication skills

We have a range of benefits available which include:

• Competitive salary of £27,500 - £29,000 dependent on experience
• 25 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Enhanced family friendly policies
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Other things you need to know:

The team operates between the hours of 9am until 6pm, working either 9am - 5pm or 10am - 6pm.

Please note: Our department hours will be 9am - 7pm and Saturdays 9am - 1pm

Equal Opportunities

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.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.