SCUK Collections & Dispute Specialist (12 month FTC)
New Today
SCUK Collections & Dispute Specialist (12 month FTC)
Country: United Kingdom
Santander Consumer Finance is one of the UK's Leading Motor Finance companies and we are currently looking for several passionate and friendly Collection & Dispute Specialist's to join our team in the Newport Pagnell & Milton Keynes office on a 12 month Fixed Term Contract.
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, and working in your team you will deal with a variety of inbound and outbound calls from customers who are experiencing financial difficulty, rental arrears, end of contract charges and late and legal arrears activity.
You will work with customers to find appropriate solutions for their circumstances ensuring good customer outcomes are at the heart of all decisions being made, as well as undertaking collections activity on secured personal and business contract hire arrears which may be throughout various stages of arrears such as one rental past due, end of contract charges and all the way through to late arrears and legal activity.
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:
To receive incoming and make outbound calls to Customers in arrears via our automated & manual dialling system
Negotiate 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.
Be persuasive, tenacious, and self-motivated
Use negotiation and persuasion skills to gain customer commitment
Administer and maintain customer agreements
Be aware of latest legislation and enforcement developments to offer best advice to assist customer decision making process
Liaise with external customers and third-party suppliers to resolve complex queries.
Trace and locate missing customers
Prepare documentation for Police compounds and the litigation process
Updating system records accordingly ensuring data is accurate and factual
Handling each call in a professional telephone manner and can 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 as dictated by individual circumstances
Comply with prescribed regulatory and company policies
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
Awareness of latest legislation and enforcement
Ensure complaints are managed in line with TCF and FCA regulation considerations
We're looking for people who have:
Previous collections experience (preferred but not essential)
Customer service experience
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 and keyboard skills
Sound numeracy skills.
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 £25,000 - £28,000 (dependent on skills & 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
Other things you need to know:
The hours for this post are 09:00-17:00 across Monday to Friday
The company induction is mandatory and will be held for one day in our Redhill, Surrey office (travel expenses will be covered)
You will be required to work full time in the office during your training period until you are at the required standard to start working on a hybrid basis (this will be line managers discretion)
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.
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.
]]>
- Location:
- Milton Keynes
- Job Type:
- FullTime
- Category:
- Banking & Financial Services