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- Tasks: Help customers navigate financial challenges and manage agreements with empathy.
- Company: Join BMW Group Financial Services, a top employer known for its supportive culture.
- Benefits: Enjoy flexible working hours, hybrid options, and a positive work environment.
- Why this job: Make a real impact by supporting customers while developing your skills in a dynamic team.
- Qualifications: Good GCSEs; A-levels or higher education preferred but not essential; strong communication skills required.
- Other info: Based in Farnborough, this role offers a chance to grow within a prestigious brand.
The predicted salary is between 30000 - 42000 £ per year.
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USE NUMBERS. CREATE JOY. BMW FINANCIAL SERVICES.
It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra smile to find solutions that satisfy the needs of our customers and our business. People who want to place themselves optimally to develop their capabilities. So if you enjoy a culture of open exchange and mutual trust, and you’d like to take on a fast-paced role within a highly motivated team, join us in driving the future of personalised financial services.
BMW Group Financial Services UK is looking for a Recovery Advisor on an FTC basis for 12 months. This role is based at the Summit ONE Campus in Farnborough.
Join our dedicated team where we prioritise customer care and strive to provide the best outcomes for our clients. We are looking for a Recovery Advisor who is passionate about helping customers navigate their financial challenges while ensuring compliance with industry regulations.
As a Recovery Advisor, you will play a crucial role in managing customer agreements and ensuring that no customer detriment occurs prior to termination. You will be responsible for conducting thorough reviews, engaging with customers empathetically, and providing tailored solutions to support their financial needs.
What awaits you?
- Conduct reviews of agreements prior to termination to ensure no customer detriment has occurred and escalate any issues to the Recovery Manager.
- Contact customers before issuing termination cases to discuss available options and provide sufficient notice for remedial actions.
- Perform identification and address verification in compliance with DPA procedures during customer interactions.
- Identify customer vulnerabilities or financial difficulties through active listening and empathetic engagement.
- Document customer responses and gather information on potential support the company can provide.
- Refer customer complaints in line with FCA timescales and assess customers\’ intentions regarding their vehicles.
- Complete income and expenditure assessments to understand financial commitments and establish sustainable repayment plans.
- Provide customers with information on free and impartial money guidance and debt advice services.
- Collaborate with Financial Crime and Risk teams to expedite cases where assets are at risk.
- Maintain service level agreements for timely correspondence and monitor agreements to prevent unnecessary delays.
What should you bring along?
- Good academic background with passes at GCSE or equivalent; A-levels or higher education is desirable but not essential.
- Strong administration and communication skills.
- Excellent organisational skills with attention to detail and the ability to work within timescales.
- Knowledge of DPA, CCA, FCA, TCF, GDPR, and Money Laundering regulations.
- Experience working with vulnerable customers is desirable.
- Previous experience in a recovery-related environment, preferably within financial services.
- Analytical and objective approach to problem-solving.
- Understanding of Consumer Duty responsibilities and processes for ensuring good customer outcomes.
- Working knowledge of Seal and SOPRA is a plus.
- Proficiency in Excel.
If you are passionate about helping customers and meet the qualifications outlined above, we would love to hear from you!
Closing Date: 14th July 2025
At BMW Group, we are committed to offering our employees the right balance between work and personal life.We pride ourselves on being a flexible employer and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement. [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid.
We also have several employee resource groups. If you’d like to speak confidentially to any of these groups before applying for a role, please email us directly at Recruitment.Farnborough@bmwgroup.com and we can arrange an informal discussion.
In 2025 BMW Group Financial Services UK was recognised as a Top Employer. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.
Successful candidates will be required to complete background screening checks and the offer of employment will be subject to results which we consider are satisfactory.Checks will include references, right to work, IT system Compliance Integrity Check (COIN), CV and relevant qualifications. Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. If you have any queries on any of these checks, please discuss with us and we will be happy to go through with you in more detail.
We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.
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Recovery Advisor - FTC employer: Bayerische Motoren Werke Aktiengesellschaft
Contact Detail:
Bayerische Motoren Werke Aktiengesellschaft Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Recovery Advisor - FTC
✨Tip Number 1
Familiarise yourself with the key regulations mentioned in the job description, such as DPA, CCA, FCA, and GDPR. Understanding these will not only help you in the role but also show your commitment to compliance during interviews.
✨Tip Number 2
Highlight any experience you have working with vulnerable customers. This is a crucial aspect of the Recovery Advisor role, and demonstrating your empathy and understanding can set you apart from other candidates.
✨Tip Number 3
Prepare for potential interview questions by thinking about how you would handle specific customer scenarios. Being able to articulate your problem-solving approach and your ability to provide tailored solutions will showcase your suitability for the role.
✨Tip Number 4
Network with current or former employees of BMW Group Financial Services. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Recovery Advisor - FTC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Recovery Advisor role. Emphasise your interpersonal skills, customer service experience, and any knowledge of financial regulations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your understanding of the financial services industry. Mention specific examples of how you've successfully navigated customer challenges in the past.
Highlight Relevant Qualifications: Clearly list any qualifications or training related to financial services, customer care, or compliance. If you have experience working with vulnerable customers, make sure to include that as well.
Showcase Your Problem-Solving Skills: In your application, provide examples of how you've approached problem-solving in previous roles. This could include how you handled difficult customer situations or developed solutions to meet customer needs.
How to prepare for a job interview at Bayerische Motoren Werke Aktiengesellschaft
✨Show Your Empathy
As a Recovery Advisor, you'll be dealing with customers facing financial challenges. Make sure to demonstrate your ability to engage empathetically during the interview. Share examples of how you've helped vulnerable customers in the past.
✨Know Your Regulations
Familiarise yourself with DPA, CCA, FCA, and GDPR regulations. Be prepared to discuss how these laws impact customer interactions and the importance of compliance in your role. This knowledge will show that you understand the responsibilities that come with the position.
✨Highlight Your Problem-Solving Skills
The role requires an analytical approach to problem-solving. Prepare to discuss specific instances where you've successfully navigated complex situations or provided tailored solutions for customers. This will showcase your ability to think critically under pressure.
✨Demonstrate Organisational Skills
With a focus on timely correspondence and monitoring agreements, it's crucial to highlight your organisational skills. Discuss how you manage your time effectively and ensure that tasks are completed within deadlines, as this is key to maintaining service level agreements.