Country: United Kingdom
Santander Consumer Finance UK (SCUK) are pleased to share that we have a fantastic new opportunity for a Specialist Support Case Handler to join the team on a 12 Month Fixed Term Contract, working on a hybrid basis with 3 days a week in the Redhill office.
The Specialist Support team are currently responsible for four main workstreams which include bereavement, high risk vulnerability, power of attorney and court protection orders, and mental health crisis breathing space.
In this role you will be providing expert support to help colleagues, customers and third parties in complex situations as well as being highly compassionate and empathetic towards bereaved third parties when dealing with the customers estate. You will deal with challenging scenarios which will include while not limited to speaking to customers who have experienced high-risk physical and mental health changes, threat to life crisis calls, coercion and domestic abuse cases. Previous experience working with vulnerable customers and knowledge of the operational process and regulatory requirements is essential.
Responsibilities will include:
* Supporting colleagues by understanding the root cause of issues and providing the most appropriate solution for customers, whilst delivering against all risk and quality metrics
* Supporting bereaved third parties by understanding their requirements and providing the correct and most appropriate solution for the third party involved
* Understanding the impact of the customers vulnerability and explore options by taking a balanced approach to risk
* Coaching/training colleagues on how to resolve queries on their own, empowering them to resolve similar situations themselves in future
* Building effective relationships with colleagues and stakeholders across the relevant areas. Be the driving force behind improving the customer/ third party experience
* Working efficiently as a small specialist team ensuring they deliver the right outcomes and support for customers when they need us
* “Thinking outside the box”, providing bespoke solutions for customers and bereaved third parties
* Monitoring and reviewing Vulnerable Customers and Bereavement cases periodically to ensure the relevant support is being provided
* Supporting and guiding third parties through the Power of Attorney set-up process and liaise with the Financial Crime team to have these applications worked efficiently
* 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 someone who:
* Is skilled in interpreting/analysing information to construct appropriate responses to complex queries
* Has experience working with different levels of stakeholders to achieve positive outcomes for customers
* Has strong problem-solving skills to understand impact of vulnerability and options using existing BAU and exceptions processes
* Able to recall a range of information quickly and recognise the right situations in which to apply the correct information and show empathy
* Ability to come up with bespoke solutions whilst adhering to procedures and compliance
* Has strong interpersonal skills, with the ability to ask engaging questions and truly listen
* Is highly organised, and has ability to work well under pressure to tight deadlines
* Is positive, enthusiastic, and receptive to change
* Has a GCSE or equivalent in Maths and English at grades A-C
* Has capability to assess sensitive and distressing situations daily
* Has experience of working in a busy, customer driven environment
* Has clear decision-making ability
* Is a team player, whilst also being able to work autonomously
We have a range of benefits available which include:
* Competitive salary of £29,000 - £32,000 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
Location, Training & Working Hours:
* The training for this role will be on site at our SCUK office in Redhill for the first initial 6 weeks. After this, hybrid working (minimum 3 days a week in the office) will be available as per the line managers discretion and dependant on the individuals work performance
* The working hours for this role are Monday to Friday 9am – 5pm, and there will be a requirement of working 2 bank holidays a year
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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