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For Companies At a Glance
- Tasks: Support customers in financial difficulty via phone, providing tailored debt solutions.
- Company: Join Santander, a leading financial services provider committed to customer care and support.
- Benefits: Enjoy hybrid working, 25 days holiday, and a £500 annual cash allowance for benefits.
- Why this job: Make a real difference by helping customers navigate their financial challenges in a supportive environment.
- Qualifications: Experience in customer service, especially with vulnerable clients, is preferred.
- Other info: Clear career progression pathways available once proficient in your role.
The predicted salary is between 19992 - 24992 £ per year.
Overview
You would act as first point of contact via telephony for Santander\’s Retail Customers who are in arrears and/or experiencing financial difficulty. The role will support our customers across all Retail Products – Mortgages, Loans, Banking and Credit Cards. You would use enhanced questioning and comprehensive fact finding to establish the customer\’s needs to determine appropriate sustainable debt solutions and identifying any customer vulnerability. Working with the customer ensuring that appropriate and defined vulnerability strategies are deployed to ensure the right outcome and provide education and appropriate sign posting to our customers, utilising Online Resources, Third Parties and Budget Planning Tools. There are excellent career opportunities for colleagues looking to progress with clear pathways once you are proficient within your existing role. The difference you\’ll make:
- Connecting customer needs with bespoke solutions, facilitating repayment of outstanding debts
- Assisting the customer in making a well-informed decision using a variety of data from health and wealth perspective
- Exhibiting significant personal resilience when overseeing customers in need
- Championing the ongoing enhancement of customer experience and service quality through dedicated ownership and continuous learning
- Experience of working in a servicing, customer-driven telephony environment
- Good communication and listening skills both at a customer and internal level
- Personal resilience when handling emotionally charged conversations
Experience and qualifications
- Experience of supporting customers including vulnerable who are experiencing financial difficulties
It would also be nice for you to have:
- Experience of supporting customers including vulnerable who are experiencing financial difficulties
We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.
We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).
If you apply for this role in any of these locations, it\’s important you consider your travelling distance, time and cost from your home to the office locations.
We\’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.
Inclusion and rewards
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.
Note: This description includes the following reward and benefits information for part-time/contract roles, which will be prorated to reflect your working hours.
- Starting salary of £24,992
- £500 annual cash allowance to spend on our great range of benefits
- 25 days\’ holiday plus bank holidays, which increases to 26 days after 5 years\’ service, with the option to purchase up to 5 contractual days per year
- Eligible for a discretionary performance-related annual bonus
- Voluntary healthcare benefits at discounted rates, including medical and dental insurance and health assessments
- Free access to a range of digital health services, including GP
- Free access to wellbeing apps and up to three weekly online classes
- 8% of salary into your pension, with employer contributions up to 12.5% if you contribute
- Protection for you and your family, including death-in-service benefit and income protection insurance, with options for discounted life assurance and critical illness cover
- Support for charitable giving and community partnerships
- Share in Santander\’s success through saving or investing in our share plans
- 24/7 online employee discount platform for retailers, entertainment, travel, and more
- Staff versions of Santander products with no fees and access to various deals
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Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations employer: Santander Group
Contact Detail:
Santander Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations
✨Tip Number 1
Familiarise yourself with the financial products offered by Santander, such as mortgages, loans, and credit cards. Understanding these products will help you connect customer needs with appropriate solutions during your interactions.
✨Tip Number 2
Practice active listening and empathy skills. Since you'll be dealing with customers in financial distress, being able to understand their emotions and respond appropriately is crucial for building trust and rapport.
✨Tip Number 3
Research common vulnerability strategies and debt solutions. Being knowledgeable about these will enable you to provide informed guidance to customers, ensuring they receive the best support possible.
✨Tip Number 4
Prepare for emotionally charged conversations by developing personal resilience techniques. This will help you maintain composure and professionalism while assisting customers who may be feeling overwhelmed.
We think you need these skills to ace Financial Care Specialist | S1 P3 | Financial Support | Multiple Locations
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Financial Care Specialist. Familiarise yourself with the key skills required, such as communication, resilience, and the ability to support vulnerable customers.
Tailor Your CV: Highlight relevant experience in customer service, especially in financial support or telephony environments. Emphasise any experience you have working with vulnerable customers and your ability to handle emotionally charged conversations.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for helping customers in financial difficulty. Mention specific examples of how you've successfully supported customers in the past and how you can contribute to enhancing customer experience at Santander.
Showcase Your Skills: In your application, clearly demonstrate your communication and listening skills. Provide examples of how you've used these skills to connect with customers and find tailored solutions to their needs.
How to prepare for a job interview at Santander Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Financial Care Specialist. Familiarise yourself with the types of financial products you'll be dealing with, such as mortgages and loans, and think about how you would approach helping customers in financial difficulty.
✨Show Empathy and Resilience
This role involves handling emotionally charged conversations. Prepare examples from your past experiences where you've demonstrated empathy and resilience when dealing with difficult situations or vulnerable customers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to connect customer needs with appropriate solutions. Think of specific instances where you've successfully resolved issues or provided support to customers.
✨Highlight Communication Skills
Effective communication is key in this role. Be ready to discuss how you've used your listening and communication skills in previous roles, especially in a telephony environment. Consider sharing examples where your communication made a significant difference in customer satisfaction.