Vulnerable Cases Specialist: Bereavement & POA Support

Santander Consumer (UK) plc; Redhill; Hybrid; GBP 28.000 - 36.000; Vollzeit

Benefits dieser Stelle

Private medical cover

Annual bonus based on personal and公司绩效

Generous pension contributions

Sharesave scheme

Gym passes at a reduced rate

27 days holiday + bank holidays

£500 flexible benefit allowance

Zusammenfassung

Santander Consumer Finance UK (SCUK) is hiring a Specialist Support Case Handler on a 12-Month Fixed Term contract. The role is hybrid, with 3 days per week in the Redhill office, focusing on Bereavement, Complex Vulnerability, Power of Attorney and Mental Health Crisis Breathing Space.

You will guide colleagues, customers and third parties through complex circumstances with empathy and professionalism, while ensuring regulatory compliance and customer protection standards.

Qualifikationen

• Ability to navigate sensitive and complex situations on a regular basis.
• Strong problem-solving skills to assess impact and provide fair outcomes.
• Interpret and analyse information to provide accurate, effective solutions.
• Excellent interpersonal and communication skills.
• Attention to detail with a focus on quality and accuracy.
• Experience engaging with stakeholders at all levels to achieve positive outcomes.
• Collaborative team player who can work independently and take ownership of tasks.
• Highly organised and able to work under pressure and tight deadlines.

Aufgaben

• Handle complex and sensitive cases, including life events, health challenges, coercive control, domestic abuse and crisis situations.
• Assess customer circumstances and support needs, exploring options while balancing outcomes and risk.
• Provide compassionate support to bereaved third parties regarding customer estates.
• Develop bespoke solutions within policy and regulatory requirements.
• Adhere to Consumer Duty principles and ensure fair treatment and protection.
• Guide third parties through Power of Attorney and Court of Protection processes with Finance Crime team support.
• Monitor Vulnerable Customer and Bereavement cases to maintain appropriate support.
• Act as subject matter expert for specialist processes and regulatory requirements.
• Coach colleagues to resolve queries and build confidence for future cases.
• Build relationships with stakeholders to drive continuous customer and third-party improvements.
• Collaborate within a specialist team to deliver timely, tailored support.

Kenntnisse

Empathy

Problem-solving

Communication

Attention to detail

Stakeholder management

Team collaboration

Time management

Independence

Ausbildung

GCSEs Maths & English (C/4+)

Jobbeschreibung

Santander Consumer Finance UK (SCUK) is hiring a Specialist Support Case Handler on a 12-Month Fixed Term contract. The role is hybrid, with 3 days per week in the Redhill office, focusing on Bereavement, Complex Vulnerability, Power of Attorney and Mental Health Crisis Breathing Space.

You will guide colleagues, customers and third parties through complex circumstances with empathy and professionalism, while ensuring regulatory compliance and customer protection standards.