Financial Support Agent – 12‑Month Fixed‑Term (Hybrid)

About the role

The Financial Support Agent will help customers experiencing financial difficulty with Santander Consumer Finance products, including vehicle finance, leasing, and contract hire. This 12‑month fixed‑term position is hybrid, requiring at least three days per week in the Redhill office.

Key responsibilities

• Assist customers across regulated and unregulated vehicle finance products who are in arrears or facing financial hardship.
• Conduct affordability assessments and agree sustainable repayment arrangements in line with FCA regulations and Consumer Duty.
• Identify vulnerable customers, provide appropriate guidance, and signpost to external support organisations.
• Maintain accurate, compliant records in internal systems and support litigation, recovery, and police compound processes when needed.
• Manage workflow queues, liaise with internal teams, third‑party suppliers, and external agencies to resolve complex cases.
• Escalate risks according to Santander Consumer risk policies and stay updated on relevant legislative changes.

Required profile

• Excellent verbal and written communication skills.
• Strong telephone and customer handling abilities.
• Ability to manage sensitive conversations with empathy and professionalism.
• High attention to detail and accuracy.
• Independent work style with effective planning and prioritisation.
• Resilient and calm under pressure.
• Professional and ethical approach to customer interactions.
• Team‑oriented and collaborative mindset.

Required skills

• Strong telephone handling skills.
• Ability to conduct affordability assessments.
• Proficiency in maintaining accurate customer records.