Section 75 Specialist

**About Us**:
We are part of PFG, a leading specialist bank for the millions of people in the UK who are not well served by mainstream lenders. Our purpose is to help put people on a path to a better everyday life with our clear and responsible approach to lending; an approach built on over 141 years of experience.

PFG is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

**You and Your Team**:
Working in collaboration with the wider Fraud and Operational teams you’ll assess each claim in full and identify the correct course of action and resolution for the customer and the bank. This will involve investigation, analysis, communicating with the customer to request appropriate documentation and evidence and liaising with other departments when needed.

**In your day-to-day role, as a Section 75 Specialist you will**:
- Investigate all incoming enquiries in relation to Section 75 claims on customer accounts and autonomously decide on the correct course of action- Be available via telephone to answer customer queries and provide education/updates on their Section 75 claim- Maintain complete and accurate investigative narrative and sufficient evidence for subsequent use in audits, customer assurance reviews and complaint related activity (including the FOS)- Draw the correct conclusion on cases to prevent potential customer detriment and uphold the Bank’s reputation- Make monetary and risk based decisions on appropriate claim journeys, particularly those raised via the chargeback process, with values ranging from £100-£30,000- Utilise effective communications and influencing skills to communicate potentially negative messages to customers

**What you will bring to the team**:
- Proven experience of working in a fast paced, high performance environment that has a focus on quality, high productivity and is target driven-
- The capability to cross over into investigations where necessary; having the ability to interrogate data at short notice, understanding what steps to take, responding to, and escalating emerging trends where necessary to prevent losses to the bank, as well as understanding and adhering to VBL’s regulatory and legal obligations under S75 of the Consumer Credit Act- Excellent written and verbal communication skills; ensuring that new and existing, internal and external relationships are built upon; maintaining an up to date knowledge of all internal and external regulation and process changes to ensure that communications remain accurate and effective, ensuring that recoveries are maximised- A sound ability to interrogate data, identifying trends and using M.I that is available to identify areas that may be developed

**Why Vanquis?**

Vanquis was established in 2003, offering a credit card designed to help customers improve their credit score. In 2016, Vanquis introduced personal loans to give customers additional opportunities on their credit-building journeys. Vanquis brings together PFG’s lengthy history in the financial sector with modern money management through its online and app-based accounts.

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today.

On top of all this, we will give you a package including:
- Discretionary annual bonus- Hybrid working considered- Up to 30 days holidays in addition to bank holidays- Pension Scheme with matched company contributions up to 5%- Extensive opportunities for personal and career development- Opportunity to grow, develop and learn- Colleague Perks at Work discount platform- Season ticket loan- 1 paid day to ‘give back’ to local communities or chosen charity

We strive to constantly improve the way we look after our people and have created an environment where everyone feels valued and can be themselves. We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we’re here in the first place: to help put people on a path to a better everyday life.

We’re an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.