Financial Assistance Advisor

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 youll 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 youll play a key role in supporting customers in arrears or financial difficulty ensuring we do the right thing for them and the business. Youll:

• 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 youll bring

Were looking for someone who is confident resilient and customer-focused with a strong sense of addition youll 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

We champion equality by supporting the exceptions to the rule and getting finance to where its 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.