BMW Group Financial Services UK is looking for a Recovery Advisor on an FTC basis for 12 months. This role is based at the Summit ONE Campus in Farnborough.
Join our dedicated team where we prioritise customer care and strive to provide the best outcomes for our clients. We are looking for a Recovery Advisor who is passionate about helping customers navigate their financial challenges while ensuring compliance with industry regulations.
As a Recovery Advisor, you will play a crucial role in managing customer agreements and ensuring that no customer detriment occurs prior to termination. You will be responsible for conducting thorough reviews, engaging with customers empathetically, and providing tailored solutions to support their financial needs.
What awaits you?
- Conduct reviews of agreements prior to termination to ensure no customer detriment has occurred and escalate any issues to the Recovery Manager.
- Contact customers before issuing termination cases to discuss available options and provide sufficient notice for remedial actions.
- Perform identification and address verification in compliance with DPA procedures during customer interactions.
- Identify customer vulnerabilities or financial difficulties through active listening and empathetic engagement.
- Document customer responses and gather information on potential support the company can provide.
- Refer customer complaints in line with FCA timescales and assess customers' intentions regarding their vehicles.
- Complete income and expenditure assessments to understand financial commitments and establish sustainable repayment plans.
- Provide customers with information on free and impartial money guidance and debt advice services.
- Collaborate with Financial Crime and Risk teams to expedite cases where assets are at risk.
- Maintain service level agreements for timely correspondence and monitor agreements to prevent unnecessary delays.
What should you bring along?
- Good academic background with passes at GCSE or equivalent; A-levels or higher education is desirable but not essential.
- Strong administration and communication skills.
- Excellent organisational skills with attention to detail and the ability to work within timescales.
- Knowledge of DPA, CCA, FCA, TCF, GDPR, and Money Laundering regulations.
- Experience working with vulnerable customers is desirable.
- Previous experience in a recovery-related environment, preferably within financial services.
- Analytical and objective approach to problem-solving.
- Understanding of Consumer Duty responsibilities and processes for ensuring good customer outcomes.
- Working knowledge of Seal and SOPRA is a plus.
- Proficiency in Excel.
If you are passionate about helping customers and meet the qualifications outlined above, we would love to hear from you!
Closing Date: 14th July 2025
At BMW Group, we are committed to offering our employees the right balance between work and personal life. We pride ourselves on being a flexible employer and for most roles, it could be possible to agree flexible hours, job share, compressed hours or part-time working hours and so please discuss your individual requirements as part of the application process so we can try to agree a suitable arrangement. [For this role, we also support a hybrid model which combines remote and office working.] #LI-Hybrid.
We also have several employee resource groups. If you’d like to speak confidentially to any of these groups before applying for a role, please email us directly at [email protected] and we can arrange an informal discussion.
In 2025 BMW Group Financial Services UK was recognised as a Top Employer. We invest in our employees and embrace a culture of flexible working as well as promoting a positive, supportive culture and working environment. We are based in prestigious offices in Farnborough that provide a great place to work with good people and an exciting, engaging, industry leading brand.
Successful candidates will be required to complete background screening checks and the offer of employment will be subject to results which we consider are satisfactory. Checks will include references, right to work, IT system Compliance Integrity Check (COIN), CV and relevant qualifications. Checks may also include criminal records, adverse financial (credit), directorships, address, internet research and/or driving licence. If you have any queries on any of these checks, please discuss with us and we will be happy to go through with you in more detail.
We are proud to be a part of the Disability Confident scheme. The scheme supports employers to make the most of the talents disabled people can bring to the workplace.
