Financial Support Agent - 12 mth FTC

Santander Consumer Finance is one of the UK's Leading Motor Finance companies and we are currently looking for a Financial Support Agent to join the Leasing and Contract Hire team in Milton Keynes on a 12 month fixed term contract.

The Financial Support Agent is responsible for providing empathetic, compliant, and solutions-focused assistance to customers experiencing financial difficulty. The role requires managing sensitive and often complex conversations, conducting affordability discussions, and identifying appropriate support options aligned with regulatory requirements and internal mandates and policies.

The ideal candidate demonstrates effective communication skills, sound judgment, attention to detail, and a genuine commitment to supporting vulnerable customers.

Please note this role is a hybrid role with at least 3 days a week in the Newport Pagnell office for the first 6 months, after this time you will move to working in the Milton Keynes office.

Responsibilities will include:

• Manage inbound and outbound customer interactions relating to financial difficulties
• Conduct affordability assessments and agree sustainable repayment plans aligned with CONC and internal mandates
• Provide appropriate financial signposting and guidance on finance agreements
• Ensure all negotiated outcomes deliver fair customer treatment and positive Consumer Duty outcomes
• Consult with external stakeholders and third parties to resolve complex cases
• Trace and locate customers where contact has been lost
• Prepare documentation relating to police compounds and litigation processes
• Monitor and manage workflow queues effectively
• Maintain accurate, factual, and compliant system records
• Identify indicators of vulnerability and escalate to the Specialist Support Team where appropriate.
• Escalate risks in line with Santander Consumer risk policies and regulatory requirements
• Remain informed on relevant legislative and enforcement developments
• Protect customer and always company interests through ethical and professional conduct
• 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:

• Previous Customer Service experience, ideally within Financial Services
• Strong negotiation skills, and understanding of the importance of discretion and professionalism when dealing with sensitive financial matters
• Confident telephone manner
• Attention to detail
• Ability to work under pressure
• Confidence in decision making
• Computer Literacy including MS Office
• Experience in CRM and telephony systems
• Ability to work under pressure
• Tenacity when negotiating for a pre-determined outcome
• Persuasive, persistent and self-motivated

We have a range of benefits available which include:

• Competitive salary of £26,000
• 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.

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.