Customer Financial Support Associate

Specialist Motor Finance Limited; Chester; On-site; GBP 23,000 - GBP 30,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team in Chester. This role is pivotal in supporting customers who are struggling with their hire purchase agreements. The successful candidate will communicate with customers, assess their situations, and negotiate payment arrangements to help them get back on track. The company values integrity and compliance, ensuring that all interactions are conducted fairly and transparently. With a supportive work environment and a focus on employee well-being, this position offers a rewarding opportunity to make a meaningful impact in the lives of customers facing financial challenges.

Benefits

Employee Referral Programme

Perks at Work

Discretionary Annual Bonus

Life Assurance

Discounted Gym Membership

Training and Exam Sponsorship

Employee Assistance Programme

Social Events

Qualifications

• Strong communication skills to support customers in financial distress.
• Ability to negotiate payment arrangements effectively.

Responsibilities

• Communicate with customers to help them get their agreements up to date.
• Review customer agreements and assess their circumstances thoroughly.
• Deliver outstanding customer service while adhering to regulatory standards.

Skills

Customer Communication

Negotiation Skills

Problem Solving

Empathy

Regulatory Compliance

Education

High School Diploma

Job description

Location: Chester
Department: CFS
Terms: Permanent
Position type: Full-time/part-time
Job code: C065
Reporting to: CFS Team Leader
Salary – £23,400-£30,000

About SMF

Specialist Motor Finance offers hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.
Established in 2014, SMF has built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customers throughout the life of their agreement.

About the role

To communicate with customers who have failed to meet their contractual payments towards their Hire Purchase agreement. Assessing each customer’s circumstance on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customer's agreement up to date as soon as possible.

Key responsibilities

1. Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to date.
2. Ensure that all customer agreements are reviewed thoroughly to understand the customer’s situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place.
3. Review arrears repayment plans on a regular basis to ensure they remain in line with the customer’s circumstances.
4. Identify, recognize and work with customers whose circumstances are often vulnerable.
5. Communicate with our customers both verbally and in writing in a clear, fair and not misleading way.
6. Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved.
7. Where applicable signpost customers to relevant non-for-profit organizations for support and advice.
8. Support colleagues and the department to ensure all department aims are achieved.
9. Work towards achieving daily and monthly targets both individually and as a team.
10. Deliver outstanding customer service at all times in line with our vulnerable customers and debt collections policies and procedures.
11. Conduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly.
12. Carry out additional tasks where reasonably expected.
13. Liaise from time to time with 3rd parties in relation to the management of the customer’s account.
14. Raise any procedural, departmental risks and concerns in line with company process and escalation routes.

Candidate requirements

The successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance. These rules include:

1. You must act with integrity.
2. You must act with due skill, care and diligence.
3. You must be open and cooperative with the FCA, the PRA and other regulators.
4. You must pay due regards to the interests of customers and treat them fairly.
5. You must observe proper standards of market conduct.
6. You must act to deliver good outcomes for retail customers.

Employee benefits

1. Employee referral programme
2. Perks at Work
3. Above and Beyond awards
4. Employee of the Year
5. Long Service awards
6. Discretionary annual bonus
7. Life assurance
8. Discounted gym membership
9. Training and exam sponsorship
10. Employee assistance programme
11. Purchase additional annual leave.
12. Social events

Apply now: