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For Companies At a Glance
- Tasks: Help customers navigate financial difficulties with tailored support and empathetic communication.
- Company: Join Evlo, a market leader in consumer finance with a compassionate approach.
- Benefits: Competitive salary, bonus scheme, private healthcare, generous holiday, and retail discounts.
- Why this job: Make a real difference in people's lives while developing your career in finance.
- Qualifications: 2-5 years in financial services, strong communication skills, and empathy for vulnerable customers.
- Other info: Inclusive workplace with opportunities for growth and community involvement.
The predicted salary is between 36000 - 60000 £ per year.
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:
- 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.
Senior Financial Support Advisor in Chatham employer: Everyday Loans Group
Contact Detail:
Everyday Loans Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Financial Support Advisor in Chatham
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the hunt for a Senior Financial Support Advisor role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers through various channels, it’s crucial to nail your phone and email conversations. Role-play with a friend or record yourself to refine your approach and ensure you come across as empathetic and professional.
✨Tip Number 3
Research Evlo thoroughly! Understand their values, mission, and the specific challenges they help customers with. This knowledge will not only boost your confidence but also show your genuine interest during interviews.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really keen on joining the Evlo team!
We think you need these skills to ace Senior Financial Support Advisor in Chatham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that match the Senior Financial Support Advisor role. Highlight your empathy and problem-solving abilities, as these are key in helping customers with financial difficulties.
Showcase Your Communication Skills: Since you'll be communicating through various channels, it's important to demonstrate your strong communication skills in your written application. Use clear and concise language, and maybe even include examples of how you've effectively communicated with customers in the past.
Emphasise Your Experience: Don’t forget to mention your relevant experience in financial services, especially in arrears management. We want to see how your background aligns with our mission of providing fair and responsible lending solutions.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, you can ensure your application reaches us quickly and you can keep track of your application status easily!
How to prepare for a job interview at Everyday Loans Group
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Senior Financial Support Advisor. Familiarise yourself with the key aspects of the job, such as empathy in communication and regulatory compliance. This will help you tailor your answers to demonstrate how your experience aligns with their needs.
✨Showcase Your Empathy Skills
Since this role requires a strong focus on empathy and understanding customer situations, prepare examples from your past experiences where you've successfully helped customers in financial distress. Highlight how you listened actively and created tailored solutions that met their needs.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and judgement. Think about potential challenges you might face in the role, such as dealing with vulnerable customers or managing arrears, and prepare structured responses that showcase your approach to these situations.
✨Know the Regulations
Brush up on FCA regulations and consumer duty principles relevant to financial support roles. Being able to discuss these regulations confidently will show that you are not only knowledgeable but also committed to maintaining compliance while helping customers.
