Step One was established in 2010 and our mission is to operate an industry leading specialist consumer finance platform built on traditional lending values. Founded from a small office in London, we are now based in Woking, Surrey where our team of qualified professionals offer lending solutions with a personal touch.
Role Overview
The role will develop into a permanent post. Aid Step One's customers for queries and information requests. Ensure accurate capture of customer and loan-related data during the loan administration process on the in-house system. Provide relevant statements to customers promptly in accordance with regulatory guidelines. Adhere to the Company's policies and processes. Contact customers regarding overdue balances, payments, fees, and charges to ensure informed customer interactions. Conduct inbound and outbound calls professionally and empathetically, ensuring fair treatment of Step One customers. Assist customers in arrears by presenting information and available options. Recognise and identify customer complaints, escalating them appropriately. Identify 'vulnerable' customers and provide available forbearance options. Escalate accounts to management when all options to recover monies have been exhausted, and legal action may be required. Collaborate with the Director of Customer Services on ad-hoc queries. Report incidents with potential customer impact to the Head of Compliance promptly. Apprenticeship Overview
The Financial Services Administrator apprenticeship is ideal for learners beginning an entry level role in the financial sector. As an entry level role, this apprenticeship provides the foundation knowledge, skills and experience for progression along a number of career paths. Key Learning Outcomes
A broad understanding of the financial services sector An understanding of the role of the appropriate regulatory bodies The importance of relationship building with clients and colleagues Understanding of processes and procedures relevant to the role How to develop commercial awareness Building skills and capabilities within an organisation Professional Qualifications
CeMAP1 - awarded by London Institute of Banking and Finance (LIBF) Completion of CeMAP1 will provide a solid foundation for the learner and can lead on to progression to study in other areas. To help prepare the apprentice for the professional qualification, Apprentices are provided with Simply Academy’s qualification resource package, alongside a structured study plan supported by a series of live revision sessions with our qualified tutors. Training schedule has yet to be agreed. Details will be made available at a later date. Working hours: Monday to Friday, 9.00am to 5.30pm.
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The role will develop into a permanent post. Aid Step One's customers for queries and information requests. Ensure accurate capture of customer and loan-related data during the loan administration process on the in-house system. Provide relevant statements to customers promptly in accordance with regulatory guidelines. Adhere to the Company's policies and processes. Contact customers regarding overdue balances, payments, fees, and charges to ensure informed customer interactions. Conduct inbound and outbound calls professionally and empathetically, ensuring fair treatment of Step One customers. Assist customers in arrears by presenting information and available options. Recognise and identify customer complaints, escalating them appropriately. Identify 'vulnerable' customers and provide available forbearance options. Escalate accounts to management when all options to recover monies have been exhausted, and legal action may be required. Collaborate with the Director of Customer Services on ad-hoc queries. Report incidents with potential customer impact to the Head of Compliance promptly. Apprenticeship Overview
The Financial Services Administrator apprenticeship is ideal for learners beginning an entry level role in the financial sector. As an entry level role, this apprenticeship provides the foundation knowledge, skills and experience for progression along a number of career paths. Key Learning Outcomes
A broad understanding of the financial services sector An understanding of the role of the appropriate regulatory bodies The importance of relationship building with clients and colleagues Understanding of processes and procedures relevant to the role How to develop commercial awareness Building skills and capabilities within an organisation Professional Qualifications
CeMAP1 - awarded by London Institute of Banking and Finance (LIBF) Completion of CeMAP1 will provide a solid foundation for the learner and can lead on to progression to study in other areas. To help prepare the apprentice for the professional qualification, Apprentices are provided with Simply Academy’s qualification resource package, alongside a structured study plan supported by a series of live revision sessions with our qualified tutors. Training schedule has yet to be agreed. Details will be made available at a later date. Working hours: Monday to Friday, 9.00am to 5.30pm.
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