SCUK Financial Support Agent
Country: United Kingdom
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom.
For our customers who are in financial difficulty, you will be more than just a friendly voice to answer their questions; you will be an attentive listener and problem solver too. This role is extremely rewarding as you can assist customers with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties.
You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.
_ You will be required to work full time in the office for an initial 3 month period and hybrid working will be assessed after a successful 3 month probation. _
What you’ll be doing:
- Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system
- Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement
- Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes as defined by CONC, whilst adhering to pre-defined and prescriptive mandates
- Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required
- Taking ownership of queries and complaints
- Updating system records accordingly ensuring data is accurate and factual
- Administering and maintaining customer agreements
- Identifying and reporting on vulnerability escalating to Champions as dictated by individual circumstances
- Dealing with or escalating any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
- Protecting and enhancing customer and company interests
- Being aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
- Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection
What we’re looking for:
- A team player, whilst also being able to work autonomously
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
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SCUK Financial Support Agent in Redhill employer: Santander
Santander UK is an exceptional employer, offering a dynamic work environment in Milton Keynes where innovation and collaboration thrive. With a strong focus on employee growth, competitive benefits including a generous holiday allowance, private medical insurance, and opportunities for global career advancement, Santander empowers its team to make a meaningful impact while enjoying a supportive and inclusive culture.
