SCUK Recoveries Agent

SCUK Recoveries Agent

Country: United Kingdom

Why apply for this role?

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. This role is so rewarding as you can assist a customer, post default, with a simple query or be required to handle a more complex situation to help find a suitable solution to support their financial difficulties, after the Collections team have processed this, whilst protecting their information through our GDPR and data protection guidelines. This is a varied and interactive role where no two days are the same.

You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.

You will be required to work full time in the office for an initial 6 month period and hybrid working will be assessed after a successful 6 month probation.

What you’ll be doing:

• Receive inbound and make outbound calls
• Proactive telephone contact with customers to attempt engagement and understand customer situation
• Ensure compliance with appropriate legislation and regulatory bodies
• Adhere to company procedures and policies
• Administer and maintain customer agreements
• Negotiate affordable payment plans with customers
• Liaise with external customers to resolve complex queries
• Liaise with agents regarding voluntary terminations and repossessions
• Liaise with solicitors regarding customer agreements
• Negotiate with nominated third parties both verbally and in writing
• Trace and locate missing customers
• Prepare documentation for Police compounds and litigation process.
• Working and monitoring queues
• Deal with or escalate 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

What we’re looking for:

• A team player, whilst also being able to work autonomously
• Strong negotiating skills and an excellent telephone manner
• Ability to work well under pressure and to tight deadlines
• Attention to detail
• Tenacity when negotiating for a pre-determined outcome
• Positive and enthusiastic approach
• Receptive to change
• Adequate computer literacy and numeracy skills
• Good verbal and written communication skills
• Previous collections experience required
• In depth knowledge of company and regulatory procedures

We have a range of benefits available which include:

• Competitive salary of £27,000 - £30,000 dependant on 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
• Enhanced family friendly policies
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Other things you need to know:

The team currently operates between the hours of 9am until 5pm weekly with 3 days in the office. You will be given adequate notice if this changes.

Equal Opportunities

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.