SCUK Financial Support Agent

• 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

SCUK Financial Support AgentCountry: 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.

• 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.

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