SCUK Remediation Specialist
Country: United Kingdom
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom.
We have a fantastic new opportunity for a Remediation Specialist to join our busy Controls and Oversight Improvement Team. You will be responsible for placing customers back into the financial position they would have been in had the error not occurred, in line with FCA conduct guidelines with a focus on a customer-driven outcome.
Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
* Completing various remediation projects, including investigation into account history, running redress calculations, handling complaints, and communicating with customers.
* Case managing across multiple remediation projects.
* Delivering excellent customer service by providing a complete investigation and delivering the correct outcome on all complaints and queries.
* Achieving key metrics of quality and production.
* Ensuring that complaints are handled in line with the agreed SLA's.
* Working as part of a team to support other team members.
* Maintaining the required level of technical competence through personal development and training to remain aware of company policies.
* 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:
* GCSEs in Mathematics and English at an A-C grade (or equivalent).
* Previous work experience with FCA requirements, specifically TCF guidelines & Consumer Duty.
* Previous experience in Customer Service and/or Customer Relations.
* Experience working on remediation projects (desirable - not essential).
* Excellent attention to detail with a passion for delivering exemplary customer service.
* Excellent written and verbal communication skills.
* Good interpersonal skills.
* Strong numeracy skills.
* A positive and enthusiastic outlook.
* A proven track record in successfully achieving objectives, particularly in meeting quality and compliance elements of previous roles.
* Strong planning/organisational skills with the ability to balance urgent and important tasks.
* Ability to work under pressure and to tight deadlines.
* New Business experience (desirable - not essential).
* Arrears Management experience (desirable - not essential).
We have a range of benefits available which include:
* Competitive salary of £30,000 - £34,000 per annum (dependent on experience).
* 27 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.
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.
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