Mortgage Collections Consultant

About the team:

The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.

What you will be doing:

This is a contact centre based position where as Financial Support Consultant you will be liaising with customers over the phone, via email, via letter and utilising text messages. You will need to spend time reviewing their financial situation and understanding their individual circumstances. You will then work with our customers on a tailored solution to aid with the clearance of their arrears whilst delivering outstanding customer service.

Your responsibilities will include…

• Communicating effectively with customers to understand their financial situation, asking exploratory questions in order to agree suitable arrangements for repayment
• Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
• Ensuring a consistently high level of customer service
• Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
• Identifying customers that show signs of vulnerability and working within the Group's framework to ensure suitable steps are taken
• Updating system notes to accurately reflect the conversation with the customer
• Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness

This is a challenging and highly rewarding role, supporting our customers at their most difficult times to find the best outcome to support their financial needs.

You will be provided with full training on how to deal with various types of queries, and how to ask the right questions to negotiate and work with the customer to find a suitable solution.

The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours.

We also offer part time positions with shifts of 0800 - 1300 hours or 1300 - 1800 hours, please get in touch with us to learn more about our part time opportunities.

What's in it for you?

We offer a full time base salary dependent on experience of between £26,500 - £30,000 and a competitive benefits package including:

• Enhanced family-focused benefits
• Hybrid-working
• Annual bonus opportunity

About us:

OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment!

Do you have the skills?

We are looking for talented individuals who have the skills set out below:

• Previous work experience in a financial services or regulated environment in a customer focused arrears role
• Comfortable speaking to customers on the phone and dealing with a high volume of calls
• Strong verbal negotiation, communication, empathy and listening skill

Please use this link to see the fantastic benefits available at OSB: OSB Careers

Next steps:

Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process: OSB Careers

We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we're here to make sure you can show your best self.

Diversity, Equity & Inclusion

Not sure if you meet all the criteria? Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings. We're committed to creating an inclusive space where everyone feels empowered to apply - even if you don't check every box.

We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We're proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all."

INDLP