Santander Consumer Finance
Financial Services
SCUKFinancialSupportAgent,12monthFixedTermContract
Neural analysis suggests this role is
optimal for Mid+ candidates.
“SCUK Financial Support Agent, 12 month Fixed Term Contract at Santander Consumer Finance. Skills: customer support, financial difficulty, regulatory compliance. Support customers experiencing financial difficulty. Manage customer interactions relating to arrears”
Industry & Context.
sound judgement; resolve complex customer cases
What They're Looking For.
Must Have
Excellent verbal and written communication skills, telephone and customer handling skills, Ability to manage sensitive and difficult conversations with empathy and professionalism, 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, teamwork and collaboration skills
Nice to Have
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
What You'll Do.
Support customers experiencing financial difficulty
Manage customer interactions relating to arrears
Conduct affordability assessments
Deliver fair customer outcomes
Identify indicators of vulnerability
Provide financial guidance
Maintain customer records
Support litigation processes
Monitor workflow queues
Liaise with internal departments
Remain informed on legislative developments
Protect customer interests
Adhere to Consumer Duty standards
How You'll Work.
Team & Collaboration
Liaise with internal departments, third parties, suppliers, and external agencies; teamwork and collaboration skills
Communication Scope
Excellent verbal and written communication skills; telephone and customer handling skills; Ability to manage sensitive and difficult conversations
Process & Methodology
Effective planning, prioritisation, and organisational skills
Full Job Description
SCUK Financial Support Agent, 12 month Fixed Term Contract Country: United Kingdom 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. _**Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.**_ **Responsibilities will include:** * 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 departmen
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