As a Credit Operations Support Graduate, you will play a central role in driving high-performance operational delivery across our consumer and automotive lending portfolio. This rotational programme offers a comprehensive, 360-degree immersion into end-to-end credit operations, guiding you through the full customer lifecycle, from initial account management and retailer alignment through to advanced dispute mediation and contract maturity.
Grounded firmly in the Financial Conduct Authority (FCA) Consumer Duty framework, you will champion customer centricity across every touchpoint. Rather than simply processing transactions, you will be responsible for delivering measurable "Good Outcomes," protecting vulnerable customers, and upholding fair market conduct while sharpening your financial, commercial, and operational skill sets.
Rotational Pathway
- Customer Care (Months 1–3)
The Foundation of Customer Experience & Account Lifecycle
Serve as the primary point of contact for retail borrowers, achieving high first-contact resolution rates across account enquiries.
Execute foundational "in-life" contract administration, including direct debit updates, statement requests, and payment processing.
Apply FCA Consumer Duty principles to spot early signs of customer vulnerability, tailoring verbal and written correspondence to ensure clarity and care.
- Retailer Services (Months 4–6)
Commercial Partner Operations & Financial Reconciliation
Collaborate directly with motor dealerships, retail finance partners, and internal Finance departments to reconcile and apply payment allocations.
Act as an operational conduit to resolve retailer billing inquiries, commission clarifications, and transaction discrepancies.
Monitor deal delivery workflows, eliminating operational friction points to support commercial retention and high partner satisfaction scores.
er complaints in strict alignment with FCA DISP guidelines and Consumer Duty expectations.
Conduct detailed investigative casework into disputed contract terms, affordability concerns, or operational breakdowns.
Draft formal, balanced final response letters and partner with operational leaders on root-cause analysis to implement permanent process fixes.
- End of Contracts (Months 10–12)
Contract Maturity, Settlement & Asset Management
Manage the concluding phase of automotive credit agreements (PCP/HP/Lease), handling early settlement quotations, voluntary terminations, and balloon payment queries.
Coordinate vehicle return workflows, reviewing fair wear-and-tear assessments and resolving disputed shortfall balances.
Reconcile final account balances, clear credit balance refunds, and explore customer renewal/refinancing opportunities where suitable
KEY RESPONSIBILITIES ACROSS ALL ROTAITONS
Deliver "Good Outcomes": Actively evaluate every interaction against Consumer Duty standards to ensure products, services, and communications provide genuine, fit-for-purpose value.
Identify & Support Vulnerability: Identify physical, mental, or financial drivers of customer vulnerability and implement tailored support plans in line with policy.
Transparent Communication: Produce verbal and written communication that is consistently clear, fair, and not misleading, equipping consumers to make informed financial decisions.
Workflow & SLA Ownership: Actively manage assigned ticketing queues, identify pipeline bottlenecks early, and maintain personal throughput against departmental Service Level Agreements (SLAs).
Continuous Improvement: Contribute to operational change initiatives by identifying inefficiencies, digitisation possibilities, and customer journey improvements.
PERFORMANCE MEASURES:
Success in this role will be measured by:
Service Level Agreements (SLAs): Consistent adherence to departmental turnaround targets for correspondence, inquiry resolution, and contract processing.
Quality & Financial Accuracy: Maintaining audit-ready accuracy across financial reconciliations, ledger entries, settlement quotes, and payment allocations.
Regulatory Compliance: Zero-defect standard on mandatory vulnerability logging, Consumer Duty quality-assurance (QA) scorecards, and compliant complaint handling.
Stakeholder Feedback: Positive evaluation scores across quarterly rotation appraisals, 1-on-1 reviews, and cross-functional feedback from retail partners.
CANDIDATE PROFILE
Experience & Qualifications
Education: A 2:1 BA/BSc degree – any discipline.
Industry Knowledge: Previous experience in Consumer Finance is highly desirable but not essential.
IT Literacy: Intermediate proficiency in MS Excel and Word; experience with workflow management software is a plus.
Resilient Communicator: Skilled at balancing active empathy with assertiveness, remaining composed and solutions orientated during difficult or emotionally charged conversations
Numeracy and Diligence: Hugh analytical attention to detail with the ability to review calculations , contractual figures and complex accounts accurately.
Drive and Adaptability: Self-motivated mindset with the flexibility to adapt every quarter to a new team dynamic, different operational software and changing priorities.
Commercial Negotiation: Strong objection-handling skills with the ability to reach mutually beneficial outcomes for the consumer and the business.
Skills & Competencies
IT SKILLS PROFILE:
Excel and Word to Intermediate level
Workflow management
