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 where you are 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 the focus being 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:
- To complete various remediation projects, this may include but is not limited to; Investigation into account history, running of redress calculations, handling complaints and communicating with customers
- To case manage across multiple Remediation projects
- To deliver excellent customer service providing a complete investigation and delivering the correct outcome on all complaints and queries
- To achieve key metrics of quality and production
- To ensure that complaints are handled in line with the agreed SLA's
- To work as part of a team supporting other team members
- To have and maintain the required level of technical competence through personal development and training so that you 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 someone who has:
- GSCE's in Mathematics and English at an A-C grade (or equivalent)
- Previous work experience of working with FCA requirements, specifically TCF guidelines & Consumer Duty
- Previous experience working within Customer Service and/or Customer Relations
- Experience of working on Remediation projects (desirable - not essential)
- Excellent attention to detail with a real 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 respect of meeting quality and compliance elements of previous role
- 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.