SCUK Financial Support Agent, 12 month Fixed Term Contract in Redhill

The Financial Support Agent plays a key role in supporting customers experiencing financial difficulty across Santander Consumer Finance products, including vehicle finance, leasing, and contract hire agreements. This role involves handling sensitive customer conversations, assessing affordability, identifying sustainable repayment solutions, and ensuring fair customer outcomes in line with FCA regulation and Consumer Duty principles.

Hybrid Working Arrangement

This is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.

Responsibilities

• Support customers across regulated and unregulated vehicle finance, leasing, and contract hire agreements experiencing financial difficulty.
• Manage inbound and outbound customer interactions relating to arrears, financial difficulty, and vulnerable customer support.
• Conduct affordability assessments to agree sustainable repayment arrangements aligned with regulatory requirements and internal mandates.
• Deliver fair and appropriate customer outcomes in accordance with Consumer Duty principles.
• Identify indicators of vulnerability and escalate where appropriate.
• Provide customers with appropriate financial guidance and signpost to external support organisations where appropriate.
• Maintain accurate, factual, and compliant customer records across internal systems.
• Support litigation, recovery, and police compound administration processes where required.
• Monitor and manage workflow queues effectively.
• Liaise with internal departments, third parties, suppliers, and external agencies to resolve complex customer cases.
• Escalate risks in line with Santander Consumer risk policies and regulatory requirements.
• Remain informed on relevant legislative and enforcement developments.
• Protect customer and company interests through ethical and professional conduct.
• Adhere fully to Consumer Duty standards, ensuring customer needs are prioritised.

Qualifications

• Excellent verbal and written communication skills.
• Strong telephone and customer handling skills.
• Ability to manage sensitive and difficult conversations with empathy and professionalism.
• Strong attention to detail and accuracy.
• Ability to work independently and manage workload effectively.
• Effective planning, prioritisation, and organisational skills.
• Resilient and calm under pressure.
• Professional and ethical approach to customer interactions.
• Strong teamwork and collaboration skills.
• Experience within motor finance, leasing, contract hire, banking, or financial services is desirable.
• Experience in collections, arrears, financial support, or debt resolution is desirable.
• Experience supporting vulnerable customers is desirable.
• Experience conducting affordability assessments is desirable.

Benefits

• Competitive salary dependent on experience.
• 25 days holiday per annum, plus bank holidays.
• Annual bonus based on personal and company performance.
• Private medical cover and £500 flexible benefit allowance.
• Generous pension contributions.
• Employee assistance programme.
• Sharesave scheme.
• Gym passes at a reduced rate for 3,000 gyms, leisure centres, etc.

Working Hours

The hours for this role are 09:00‑17:00 across Monday to Friday.

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We aim to make a workplace that celebrates diversity, attracting, retaining and developing 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.