Pension scheme
Retail discounts
Bonus scheme

Financial Assistance Advisor

Salary £Competitive
Location Cardiff/Manchester
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

Financial Assistance Advisor – Asset Finance

Hiring Manager: Cheryl Knight

Recruitment Contact: Kayleigh Berry

Department: ALD - Customer Experience - Collections AF

Grade: A

Location: Cardiff / Manchester


 

Let us tell you more about the opportunity

We have 4 Financial Assistance Advisor positions available in the Asset Finance Collections team – a role where you’ll support customers through challenging circumstances and help deliver fair, sustainable outcomes.

This is a brilliant opportunity for someone who enjoys problem-solving, building relationships and making a genuine impact - balancing customer empathy with sound commercial judgement.

 

What will your day look like?

As a Financial Assistance Advisor, you’ll play a key role in supporting customers in arrears or financial difficulty, ensuring we do the right thing for them and the business. You’ll:

  • Speak with customers to understand their situation and assess affordability
  • Agree appropriate and sustainable repayment solutions
  • Manage arrears and default cases across regulated and non-regulated agreements
  • Handle complex and sensitive customer conversations with empathy and professionalism
  • Support vulnerable customers, ensuring fair and compliant outcomes
  • Oversee litigation activity on terminated agreements in line with legal and regulatory requirements
  • Work closely with colleagues and external partners to progress cases and achieve the right outcomes
  • Keep accurate records and ensure all actions align with policies and regulatory expectations

 

What you’ll bring

We’re looking for someone who is confident, resilient and customer-focused, with a strong sense of responsibility. In addition, you’ll bring:

  • Strong communication skills (both written and verbal)
  • Confidence handling complex or sensitive conversations
  • Good numerical skills and attention to detail
  • The ability to stay calm under pressure and manage competing priorities
  • Sound judgement when making decisions, particularly in a regulated environment
  • A proactive, solutions-focused mindset
  • Experience in collections, customer support, or handling complex cases (desirable)

 

Still curious?

Fore an informal discussion, or to see the full job description before applying, please contact either Kayleigh Berry or Cheryl Knight

The Company

We champion equality by supporting the exceptions to the rule and getting finance to where it’s needed.

We lend the money people save with us, to people who want to get on in life; build businesses and create employment, buy property for people to live and work in, and purchase vehicles to move families and goods around.

Behaviour Framework

Our behavioural framework underpins our purpose and strategic drivers, as it outlines the behaviours we need to demonstrate in order to succeed. Where our strategic drivers (Stay Ahead Propositions, Relationships That Last and Progressive Platform) outline what we need to do to succeed, our behaviours guide us in how. In your second interview, we’ll ask you to talk through some examples where you’ve demonstrated these behaviours in your previous roles.

The Benefits

As you would expect, we offer a competitive basic salary and reward package, and you’ll also benefit from our commitment to investing in your professional development throughout your journey with us.

Benefits vary across the business depending on the role you do, but these will give you an idea of what to expect:

  • Discretionary bonus scheme
  • Aviva Digital GP
  • Bus And Tram Benefit
  • Employee Assistance Programme
  • Eyecare Voucher & Display Screens/Desk Set-Up
  • Flu Jab Vouchers
  • Group Income Protection
  • Life Assurance
  • Metrolink Annual Pass & Clipper Ticket
  • Microsoft Discounts
  • Private Medical Insurance Shopping Discounts
  • Toothfairy
  • Your Workplace Pension
  • Hybrid Working

  • Critical Illness
  • Cycle To Work
  • Dental Insurance
  • Give As You Earn
  • Government Tax-Free Childcare Scheme
  • Octopus Electric Vehicles
  • Save Our Planet
  • Season Ticket Loan
  • Spouse Or Partner Life Assurance
  • Technology
  • Wearable Technology
  • Wellbeing App
  • Will Writing

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