At a Glance
- Tasks: Support customers facing financial difficulties and provide tailored repayment solutions.
- Company: Join Santander, a leading financial services provider with a commitment to diversity and inclusion.
- Benefits: Enjoy competitive salary, 25 days holiday, private medical cover, and gym discounts.
- Other info: Hybrid role with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while gaining valuable experience in finance.
- Qualifications: Strong communication skills and empathy; experience in finance or customer support is a plus.
The predicted salary is between 30000 - 40000 £ per year.
The Financial Support Agent plays a key role in supporting customers experiencing financial difficulty across Santander Consumer Finance products, including vehicle finance, leasing, and contract hire agreements. This role involves handling sensitive customer conversations, assessing affordability, identifying sustainable repayment solutions, and ensuring fair customer outcomes in line with FCA regulation and Consumer Duty principles. We are looking for individuals who combine empathy, resilience, sound judgement, and attention to detail with a strong commitment to customer service and regulatory compliance. This is an excellent opportunity to gain specialist experience within a regulated financial support environment while helping customers during challenging circumstances. This role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities
- Support customers across regulated and unregulated vehicle finance, leasing, and contract hire agreements experiencing financial difficulty.
- Manage inbound and outbound customer interactions relating to arrears, financial difficulty, and vulnerable customer support.
- Conduct affordability assessments to agree sustainable repayment arrangements aligned with regulatory requirements and internal mandates.
- Deliver fair and appropriate customer outcomes in accordance with Consumer Duty principles.
- Identify indicators of vulnerability and escalate where appropriate.
- Provide customers with appropriate financial guidance and signposting to external support organisations where appropriate.
- Maintain accurate, factual, and compliant customer records across internal systems.
- Support litigation, recovery, and police compound administration processes where required.
- Monitor and manage workflow queues effectively.
- Liaise with internal departments, third parties, suppliers, and external agencies to resolve complex customer cases.
- Escalate risks in line with Santander Consumer risk policies and regulatory requirements.
- Remain informed on relevant legislative and enforcement developments.
- Protect customer and company interests through ethical and professional conduct.
- Adhere fully to Consumer Duty standards, ensuring customer needs are prioritised.
What we’re looking for
- Excellent verbal and written communication skills.
- Strong telephone and customer handling skills.
- Ability to manage sensitive and difficult conversations with empathy and professionalism.
- Strong attention to detail and accuracy.
- Ability to work independently and manage workload effectively.
- Effective planning, prioritisation, and organisational skills.
- Resilient and calm under pressure.
- Professional and ethical approach to customer interactions.
- Strong teamwork and collaboration skills.
- Experience within motor finance, leasing, contract hire, banking, or financial services is desirable.
- Experience in collections, arrears, financial support, or debt resolution is desirable.
- Experience supporting vulnerable customers is desirable.
- Experience conducting affordability assessments is desirable.
Benefits
- Competitive salary dependent on experience
- 25 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- Private medical cover
- £500 flexible benefit allowance
- Generous pension contributions
- Employee assistance programme
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc.
Other things you need to know
The hours for this role are 09:00-17:00 across Monday to Friday.
Inclusion
At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind. Should you want to be considered for part time hours, please let us know and we can assess your requirements.
What are the next steps
If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.
SCUK Financial Support Agent, 12 month Fixed Term Contract in Redhill employer: Santander Consumer (UK) plc
Santander Consumer Finance is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary, generous holiday allowance, and comprehensive benefits including private medical cover and a flexible benefits scheme. With a strong commitment to diversity and inclusion, the company fosters a supportive work culture where employees can thrive while making a meaningful impact on customers facing financial difficulties. Located in Redhill, this hybrid role provides the unique opportunity to gain specialist experience in a regulated financial environment, all while working alongside a dedicated team that values empathy and ethical conduct.
Contact Details:
Santander Consumer (UK) plc Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land SCUK Financial Support Agent, 12 month Fixed Term Contract in Redhill
✨Tip Number 1
Get to know the company! Research Santander Consumer Finance and understand their values, especially around customer service and regulatory compliance. This will help you tailor your conversations and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role involves handling sensitive conversations, it’s crucial to be clear and empathetic. Role-play with a friend or family member to get comfortable with discussing financial difficulties and offering support.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle various customer scenarios, especially those involving vulnerability or financial distress. Being ready with examples will demonstrate your judgement and empathy during the interview.
✨Tip Number 4
Apply 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 serious about joining the team at Santander Consumer Finance.
We think you need these skills to ace SCUK Financial Support Agent, 12 month Fixed Term Contract in Redhill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in financial support, customer service, or any related fields. We want to see how your skills align with the role of a Financial Support Agent, so don’t be shy about showcasing your strengths!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping customers in financial difficulty and how your background makes you a great fit for our team. Keep it personal and engaging!
Showcase Your Communication Skills:Since this role involves sensitive conversations, highlight your excellent verbal and written communication skills. We love candidates who can convey empathy and professionalism, so share examples of how you've handled tough situations in the past.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Santander!
How to prepare for a job interview at Santander Consumer (UK) plc
✨Know Your Stuff
Before the interview, make sure you understand Santander Consumer Finance products, especially vehicle finance and leasing. Brush up on FCA regulations and Consumer Duty principles, as these will be crucial in your role.
✨Empathy is Key
Since you'll be handling sensitive customer conversations, practice demonstrating empathy and professionalism. Think of examples from your past experiences where you've successfully managed difficult conversations or supported vulnerable customers.
✨Showcase Your Attention to Detail
Prepare to discuss how you maintain accurate records and ensure compliance in your previous roles. Bring specific examples that highlight your attention to detail and how it has positively impacted customer outcomes.
✨Be Ready for Scenario Questions
Expect questions that assess your judgement and decision-making skills. Prepare for hypothetical scenarios related to financial difficulties and think about how you would approach them while adhering to regulatory requirements.
