Financial Support Agent - #195789

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the UK. SCUK are pleased to share we have an excellent opportunity for a Financial Support Agent to join our team on a 12-Month Fixed Term Contract.

The role is responsible for engaging with customers through telephone, digital and written communications, assessing customer circumstances, identifying vulnerability, negotiating sustainable repayment solutions, administering customer accounts, primarily focused on the accurate and timely administration of customer accounts, including processing correspondence, updating customer records, managing workflow queues, and supporting specialist activities such as insurance, third-party instructions, and account closures.

You will be required to work full time in the office during your 3-probation period and will be able to work hybrid after you have been successful through your probation.

Please note the closing date for this role will end of day Friday 31st July 2026.

What you’ll be doing:

• Supporting customers across regulated and unregulated vehicle finance agreements experiencing financial difficulty
• Managing inbound and outbound customer interactions relating to arrears, financial difficulty, and vulnerable customer support
• Conducting affordability assessments to agree sustainable repayment arrangements aligned with regulatory requirements and internal 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
• Maintaining accurate, factual, and compliant customer records across internal systems
• Liaising with internal departments, third parties, suppliers, and external agencies to resolve complex customer cases
• Identifying indicators of vulnerability and escalate where appropriate
• Escalating risks in line with Santander Consumer risk policies and regulatory requirements
• Remaining informed on relevant legislative and enforcement developments
• Protecting customer and company interests through ethical and professional conduct
• Adhering fully to Consumer Duty standards, ensuring customer needs are prioritised

What we’re looking for:

• A team player, whilst also being able to work autonomously
• Good verbal and written communication skills
• Ability to communicate professionally with customers and colleagues
• Basic telephone skills for making outbound customer calls where required
• Good attention to detail and accuracy when processing customer accounts
• Ability to follow processes and work within established procedures
• Good organisational skills and ability to manage a busy workload
• Basic IT skills, including Microsoft Office and the ability to learn new systems
• Willingness to learn new processes and develop knowledge of specialist activities
• Previous administration or customer service experience (Desirable)
• Experience working in a regulated or financial services environment (Desirable)
• Experience of collections, recoveries, litigation administration, or financial support (Desirable)

We have a range of benefits available which include:

• Competitive salary of £27,500 - £29,000 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
• Enhanced family friendly policies
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Other things you need to know:

The working hours for this role are 35 hours per week, worked on a shift pattern between 9am and 7pm. This includes a Saturday shift from 9am to 1:30pm.

Equal Opportunities

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.