Senior Financial Support Advisors

Evlo

21h•Hybrid

About The Position

Evlo is hiring multiple Senior Financial Support Advisors for its growing Financial Support team across the North East region, based within its Scotland operation. The role supports customers experiencing financial difficulties, helping them regain control of their finances through practical, affordable repayment plans and sustainable solutions tailored to their circumstances. Advisors engage with customers by telephone, email, SMS and written correspondence, ensuring fair outcomes and compliance with applicable regulations and company policies. The role combines home and office working after training and operates on a rotating shift pattern from Monday to Saturday.

Requirements

Experience within 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 within 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.