SCUK FiBa Recoveries Advisor, 12 month FTC

This is a 12 month FTC opportunity to support our Operations team on the roll out of our internal FiBa project.

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.

As a Recoveries Agent, you will be dealing with post default agreements that are experiencing financial difficulty and you will work with our customers to find appropriate solutions for their circumstances. The role involves taking inbound and making outbound calls ensuring good customer outcomes are at the heart of all decisions made.

You'll be making difficult decisions based on each individual customer circumstance, so we’re looking for someone who is passionate about helping our customers, with the ability to explain complex information in a simple and understandable way.

Please note this role is a hybrid role with at least 2 days a week in the Redhill office. Remote workers will not be considered. Current hours of work are 9am-5pm Monday to Friday, but subject to change in the future.

Responsibilities will include:

• Receiving incoming calls and making outbound calls to customers in arrears

• Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their situation and 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

• Liaise with external customers and third-party suppliers to resolve complex queries

• Trace and locate missing customers

• Prepare documentation for Police compounds and the litigations process

• Working and monitoring queues

• Updating system records accordingly ensuring data is accurate and factual

• Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required

• Remaining empathic, calm, and acting in a professional, respectful and ethical manner, and have the confidence to deal with a range of different customers and make appropriate recovery decisions based on the current circumstances of each case

• Demonstrate tact, discretion, and composure under pressure

• Identifying and reporting on vulnerability escalating to the Specialist Support Team as dictated by individual circumstances

• Comply with prescribed regulatory and company policies at all times

• 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 the best advice to assist the 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:

• Good understanding of the retail consumer credit environment, including legal, compliance and regulatory frameworks

• Knowledge of the FCA, CONC, Consumer Duty and Consumer Credit regulation

• In depth knowledge of company policies

• Previous experience in Debt Recovery or Financial Support

• Sound understanding of all Arrears Management functions

• Adequate computer literacy and numeracy skills

• Strong interpersonal skills and an excellent telephone manner

• Excellent attention to detail

• Possess exceptional communication and presentation skills.

• Positive and enthusiastic approach

• Persuasive, persistent and self-motivated

• Receptive to change

• Managing Conflict - Candidate should be able to take action to reduce anger or frustration in colleagues and clients; manage disagreements with tact and diplomacy

We have a range of benefits available which include:

• Competitive salary of £27,000 - £30,000 dependent on experience

• 25 days holiday per annum, plus bank holidays

• Annual bonus based on personal and company performance

• £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

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.

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.