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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 leading consumer finance company with a compassionate approach.
- Benefits: Enjoy competitive salary, annual bonus, private healthcare, and generous holiday options.
- 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: Be part of an inclusive team culture with opportunities for personal growth and community impact.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
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 youÂ
- 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 employer: Evlo
Contact Detail:
Evlo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Financial Support Advisor
✨Tip Number 1
Get to know the company inside out! Research Evlo's values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers through various channels, role-play different scenarios with a friend or family member to build your confidence and empathy.
✨Tip Number 3
Prepare some thoughtful questions to ask during your interview. This shows that you're engaged and eager to learn more about how you can contribute to Evlo's mission of supporting customers in financial difficulty.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed and shows that you're serious about joining the Evlo team.
We think you need these skills to ace Senior Financial Support Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in financial support and customer service. We want to see how your skills align with our mission of providing fair solutions to customers in need.
Showcase Your Empathy: In your application, emphasise your ability to connect with customers on a personal level. Share examples of how you've helped individuals facing financial difficulties, as empathy is key to our approach at Evlo.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and achievements, making it easy for us to see why you’d be a great fit for the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right people and you can easily track your application status. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at Evlo
✨Know Your Stuff
Before the interview, make sure you understand the financial services landscape, especially around arrears management. Brush up on FCA regulations and be ready to discuss how you've applied them in your previous roles. This shows you're not just familiar with the rules but can also navigate them effectively.
✨Empathy is Key
Since the role focuses heavily on customer interaction, practice demonstrating empathy during your responses. Think of examples where you've helped customers in difficult situations. Show that you can listen actively and tailor solutions to meet their needs, which is crucial for this position.
✨Communication Channels Matter
Be prepared to discuss your experience with various communication channels. Whether it's phone calls, emails, or texts, highlight how you've successfully used these to engage with customers. Mention specific instances where your communication skills made a difference in resolving issues.
✨Show Your Team Spirit
Evlo values collaboration, so think about how you've worked with colleagues in the past. Be ready to share examples of mentoring junior staff or contributing to a positive team culture. This will demonstrate that you’re not just a lone wolf but someone who thrives in a supportive environment.
