Status : Open

Description : The Opportunity

The jobholder has responsibility for assessing the current financial circumstances of our customers who are going through a period of financial difficulty and to provide well-reasoned solutions to fully rehabilitate their accounts and/or signpost them to appropriate sources for support.
They will do this across multiple types of products which may include the need to understand nuances of different brands, systems and/or processes.
The role will be providing affordability assessments and recommendations for a variety of solutions whilst minimizing any credit risks, fraud, regulatory and conduct risks.
The jobholder will have regular contact with customers and colleagues, on the telephones and in writing and must be able to communicate professionally in English.
This will include the need to resolve complaints and more complex scenarios.
Role holders are expected to be accountable for their customer outcomes and make decisions and judgments on accounts in relation to; - default and demand status; - handling specific cases of vulnerability (without call hand off); - applying forbearance solutions to accounts that have financial impacts for customers by completing full affordability assessments & - cross product trained across the brand
What youll do:

Principal Accountabilities

Impact on the Business

Our company relies on its Financial Support Team to work closely with customers who are in financial difficulties in order to deliver positive, appropriate and sustainable outcomes. Judgment is required depending on the circumstances upon which a financial statement and affordability assessment is required
We endeavor to deliver a high value, professional and quality service to our customers. By putting our customers at the heart of everything we do we manage the value of contact by crafting solutions that best meets the needs of our customers and the bank whilst operating in line with the principles of the regulatory framework.
The revised forbearance policy has created more options to utilize a broader suite of solutions for customers individual circumstances. Decision making is not process/matrix driven but has to be individually crafted by the individual based on circumstances. The delivery of fair customer outcomes is based upon the role holders ability to apply the above when working with customers.
Positive and professional experiences engender customer loyalty. Customer loyalty drives long-term profitable growth. Delivering positive and professional outcomes for our customers and helping them to regain financial stability are fundamental to building a sustainable business.
Customers / Stakeholders

An Advisor needs to be professional, knowledgeable and able to adapt to meet the specific needs of each individual customer. The role holder handles the customers circumstances at first point of contact (first touch/one touch resolution) and is responsible for adherence to all of the regulatory requirements within their charge.
Connect in a manner that promotes customer belief that our company can help them during a period of financial difficulty. Providing our customers, the confidence that our company understands their specific situation and concerns. Delivering the best solution(s) options to meet their needs.
The role holder is responsible for ensuring the agreement/solution with the customer is sustainable for the long term, thereby delivering an appropriate customer experience, delivering a fair outcome based on individual circumstances for our customers and the bank.
Leadership & Teamwork

The jobholder is expected to positively cooperate toward total team goals, willingly share knowledge and information with others and participating in open communication.
The jobholder should support a positive workplace environment by encouraging cooperation, teamwork and identification with the organizational unit by participating in team meetings and through the timely implementation of feedback and training received.
The jobholder is expected to be a dependable, goal orientated, motivated team member who takes personal ownership for the continuous improvement of their skills.
Operational Effectiveness & Control

To meet the agreed-upon Operational standards for quality, efficiency and effectiveness. The role holder will have enhanced authority levels in line with the decision matrix (attached) to facilitate the one touch resolution approach
To adhere to all regulatory requirements and operational policies and procedures.
To escalate/report issues, suspicious activity or lapses of controls observed.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

The Financial Support Team play an important part in the bank. We support customers during their most financially difficult times and in some instances the most vulnerable customers of our society. We have an integral duty of care to ensure that these