Senior Arrears Solutions Advisor

Evlo; Chatham; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Annual Bonus scheme

Private Healthcare

Life Assurance

Excellent pension 3% employee to 8%+18

25 days holiday

Cycle to Work

Retail Discounts

Techsave scheme

Job summary

Evlo is hiring a Senior Financial Support Advisor to help customers in financial difficulties through empathetic, regulatorily compliant arrears management. You will handle phone, email, SMS and letters, building personalized repayment plans and documenting decisions in our systems.

Join a supportive team focused on fair outcomes, quality interactions and a positive customer journey within a leading consumer finance environment.

Qualifications

• 2–5 years of collecting on financial portfolios, including arrears activity.
• Awareness and practical application of FCA regulations in arrears work.
• Portfolio management experience in consumer unsecured credit.

Responsibilities

• Communicate with customers to understand financial situations and agree sustainable repayment arrangements.
• Review income, expenditure and affordability to identify support options.
• Design repayment plans while ensuring regulatory compliance.
• Maintain FCA, Consumer Duty and internal service standards in all interactions.
• Support colleagues across Operations, Compliance and Collections for a consistent customer experience.

Skills

Empathy

Negotiation

Communication

Listening

Attention to detail

Customer service

Job description

Evlo is hiring a Senior Financial Support Advisor to help customers in financial difficulties through empathetic, regulatorily compliant arrears management. You will handle phone, email, SMS and letters, building personalized repayment plans and documenting decisions in our systems.

Join a supportive team focused on fair outcomes, quality interactions and a positive customer journey within a leading consumer finance environment.