Dealer Contact Centre & Funding Advisor

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and is one of the UK’s Leading Motor Finance companies providing finance to a network of dealerships throughout the UK. We are currently looking for a Dealer Contact Centre & Funding Advisor to join our New Business team in a hybrid role (working 3 days a week in the office).

In this role you will be responsible for ensuring telephone calls from Motor Dealers/brokers are answered professionally, transferring inbound calls to the appropriate teams across operational areas and processing finance applications proposed within delegated mandate authority.

You will ensure inbound calls are answered within agreed Service Level Agreements (SLA’s), that all Regulatory and Compliance requirements are adhered to and that Consumer Duty principals are always maintained. You will also; respond to queries via email, ensuring signed/completed documentation from our introducers is paid out and ensure the GI error queue is worked within its SLA.

We have a range of benefits available which include:

• Competitive salary of £25,000 - 26,000 (dependent 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
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Responsibilities will include:

• Handling inbound telephone queries from supporting dealers and internal sales staff
• Processing Funding documents by checking all funding documentation is received and meets Regulatory and Legal requirements
• Identifying potential fraudulent proofs and false identities & liaising with the Fraud/Financial Crime team
• Providing appropriate advice to resolve dealer queries or requests verbally and in writing
• Liaising with field-based Sales staff, Dealers and other business areas
• Managing all incoming post and department mailbox within SLA
• Managing all Generic Interface errors within SLA
• Supporting the Leisure & Specialist Funding & DCC team
• Working deals for Ltd Companies and Business Partnerships
• Working the Funding Online referral queue to resolve problems and enable the deal to be funded
• Identifying Vulnerable customers via dealer partners
• Adhering to all Compliance & Regulatory controls including GDPR
• Dealing with or escalate any identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
• Adhering to our commitment to Consumer Duty ensuring we put our Customers’ needs first and set higher and clearer standards of consumer protection

We’re looking for someone who:

• Has excellent communication skills and an excellent telephone manner
• Is a proactive team player and able to work on their own initiative
• Is self-motivated and enthusiastic
• Has strong computer literacy and numeracy skills
• Has a decisive and inquisitive manner
• Has the ability to work under pressure and to tight deadlines
• Has Call/Contact centre/telephone-based experience (desirable but not essential)
• Strong influencing and negotiating skills (desirable but not essential)

Other things you need to know:

The hours of work will be 35 hours per week, Monday to Friday 9-5 with one late shift 11-7 in 4 and 1 weekend in 4 with lieu days Thursday and Friday the following week. You will also be required to work 2 bank holidays a year.

This role is a hybrid role requiring a minimum of 3 days in the office, but the first 6 months will require full time onsite training in the office.

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.