Senior Financial Support Advisors
About The Position
Evlo is hiring multiple Senior Financial Support Advisors for its Financial Support team, based within its Scotland operation. The role supports customers experiencing financial difficulties, helping them regain control of their finances through fair, practical, affordable, and sustainable solutions. Advisors engage with customers by telephone, email, SMS, and written correspondence, taking time to understand each customer's circumstances and provide appropriate individual support. The position is hybrid, combining home and office working once trained, and operates on a rotating shift pattern from Monday to Saturday.
Requirements
- Experience in Collections, Arrears, Recoveries, Financial Support, or a similar financial services environment.
- Strong understanding of affordability assessments, forbearance, and customer vulnerability.
- Knowledge of FCA regulations, Consumer Duty, and Treating Customers Fairly principles.
- Excellent communication, negotiation, and customer service skills.
- Experience handling customer conversations in a fast-paced, target-driven environment.
- A proactive and positive approach, with a genuine passion for helping customers achieve fair outcomes.
Responsibilities
- Support customers experiencing financial difficulties with empathy and professionalism.
- Review affordability, income, and expenditure information to identify appropriate support options.
- Agree tailored repayment plans and sustainable solutions.
- Identify vulnerable customers and ensure appropriate support is provided.
- Manage accounts in line with FCA regulations, Consumer Duty, and company policies.
- Maintain accurate customer records and case notes.
- Support colleagues and contribute to a positive, collaborative team environment.
Benefits
- Competitive salary.
- Annual bonus scheme.
- Hybrid working once trained.
- Private healthcare for you and your partner.
- Life assurance.
- Company pension scheme with 3% employee and 8% employer contributions.
- 25 days of holiday plus bank holidays.
- Holiday buy and sell scheme.
- Cycle to Work scheme.
- Retail discounts and Techsave scheme.
- Up to three paid volunteering days each year.
- Mental Health First Aiders and an active Employee Forum.
- Career development opportunities with an award-winning, growing business.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
