Senior Financial Support Advisor in Glasgow

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.