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.