Senior Financial Support Advisor Branch Network · Birmingham Branch · in Bourne End

As a Senior Financial Support Advisor, you will play a key role in helping our customers who are experiencing financial difficulties. Your focus will be on delivering fair, tailored solutions that support customers struggling with loan repayments while ensuring we meet all regulatory and ethical obligations. You’ll communicate with customers through a variety of channels — including phone, email, letters, and text messages — to understand their financial situation and individual circumstances. By taking the time to listen and review each case, you’ll work collaboratively with customers to create personalised plans that help them manage and clear their arrears. Throughout every interaction, you’ll demonstrate empathy, professionalism, and a commitment to achieving positive outcomes for both the customer and the business.

At Evlo, we believe that everyone deserves access to fair, responsible lending — even if they’ve faced financial challenges in the past. As a direct lender, we’re proud to support customers with unsecured personal loans of £1,000 to £15,000, offering transparent terms, no application fees, and a compassionate approach. You’ll be part of a dedicated team committed to treating customers with empathy and respect and providing tailored financial support. Evlo is an established market leader in consumer finance with over 15 years of successful history. Winners of MoneyFacts Best non-mainstream lender for the last 5 years, we offer dynamic and exciting growth opportunities for candidates - supported by a superb range of benefits! We pride ourselves in offering an inclusive, supportive workplace where employee satisfaction is key.

The Role

• Customer Support and Engagement

• Communicate effectively with customers to understand their financial situation, using empathy and active listening to agree sustainable repayment arrangements.
• Use multiple communication channels — primarily phone, but also email, SMS, and written correspondence — to stay in touch with customers.
• Review income, expenditure, and affordability to identify the most appropriate support options.
• Work collaboratively with customers to design repayment plans that meet their needs while maintaining regulatory compliance.
• Identify vulnerable customers and ensure they receive appropriate care in line with Evlo’s Vulnerability approach.
• Accurately update system notes to reflect all customer interactions and decisions.

• Quality and Performance

• Deliver consistently high-quality customer interactions, focused on empathy, professionalism, and positive outcomes.
• Apply sound judgment in making customer and business-oriented decisions.
• Take ownership of your personal performance, using feedback from Quality Assurance reviews to improve and grow.
• Maintain compliance with FCA, Consumer Duty, and Evlo’s internal service standards.

• Collaboration and Development

• Work closely with colleagues across Operations, Compliance, and Collections to ensure consistent customer experience.
• Support the Financial Support Team Leader in mentoring and guiding junior advisors.
• Contribute to a positive, inclusive team culture that reflects Evlo’s values.

About you

• 2-5 years of experience in collecting on financial services portfolios, including current and future arrears activity.
• Awareness and practical application of FCA regulations when helping customers in arrears.
• Evidence of portfolio management experience in consumer unsecured credit.
• Ability to deliver exceptional arrears management with an appropriate sense of urgency and balanced forbearance treatment.
• Understanding of frameworks used in collection activity and evidence of applying them effectively.
• Familiarity with external specialist recoveries, including Debt Management Arrangements (DMA), IVAs, and Bankruptcy processes.
• Experience in financial services, ideally in arrears management or a regulated customer contact role.
• Comfortable handling inbound and outbound customer conversations via phone and email.
• Excellent customer service, negotiation, communication, empathy, and listening skills.
• Strong problem-solving abilities and attention to detail.
• Ability to support customers experiencing vulnerability with sensitivity and understanding.
• Proven ability to work in a high-volume contact centre environment.
• Sound understanding of financial hardship and regulatory expectations (FCA, Consumer Duty, TCF).
• High accuracy in record-keeping and system note management.
• A proactive, positive attitude and a passion for helping customers achieve fair outcomes.

Rewards

We are offering a competitive salary depending upon experience accompanied by a range of excellent benefits including:

• Annual Bonus scheme
• Private Healthcare for you and your partner
• Life Assurance
• Excellent company pension 3% employee to 8% employer contribution
• 25 days holiday plus Bank Holidays (you can even buy and sell holiday days if needed!)
• Cycle to Work vouchers
• Retail Discounts
• Techsave scheme

At Evlo, employee satisfaction is key, and we are committed to being a great place to work. Evlo has an active Employee Forum led by our Voice Ambassadors, dedicated Mental Health First Aiders plus the opportunity to make a difference in local communities/supporting good causes by utilising up to 3 days’ paid charity/volunteering days per year.