Mortgage Collections Consultant

3 months ago

Wolverhampton West Midlands, United Kingdom OSB Full time

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.

Our philosophy:

Before you read on, we'd like you to know that we're committed to diversity and hope that our employee base reflects the diverse nature of our society. To understand more, please follow:

Our recruitment process can include telephone calls, virtual meetings via Webex and face to face meetings in one of our offices. If you apply for one of our roles, we will be sure to ask you if you require any support with any of these stages.

What you will be doing:

In this role, you will work with our customers who are experiencing financial difficulties to discuss and arrange suitable repayment options for the timely collection of their mortgage arrears.

This is a contact centre based position where you will be telephoning and interviewing customers to complete income and expenditure forms. You will investigate and monitor mortgage interest/benefit agency payments, arrange payment schedules and agree arrangements for the clearance of arrears.

The strategy will differ depending on the customer, a tailored plan will need to be created with flexibility as the engagement with the customer continues.

Your responsibilities will include…

  • Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding 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 through all communication methods, using appropriate tools and methods available
  • 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 on a hybrid basis.

In return for your commitment:

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

Could you be the one?

We are looking for talented individuals who have the experience and knowledge set out below:

  • Previous work experience in a financial support or collections role relating to mortgage products
  • Detailed knowledge of mortgage products
  • Experience communicating with customers via all communication channels
  • GCSE's in Maths and English

What to do next

If this sounds like you, please apply now

If shortlisted from your initial application we operate a personalised recruitment process.

Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you

OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector.

We don't stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.

INDLP

  • Mortgage Collections Specialist

    4 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Full time

    About the RoleWe are seeking a highly skilled and compassionate Mortgage Collections Specialist to join our Financial Support Team. As a key member of our team, you will play a vital role in supporting customers who are experiencing financial difficulties.Key ResponsibilitiesCommunicate effectively with customers to understand their financial situation and...

  • Mortgage Collections Specialist

    4 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Full time

    About the RoleWe are seeking a highly skilled and compassionate Mortgage Collections Specialist to join our Financial Support Team. As a key member of our team, you will play a vital role in supporting customers who are experiencing financial difficulties.Key ResponsibilitiesCommunicate effectively with customers to understand their financial situation and...

  • Collections Consultant

    4 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    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. Our...

  • Collections Consultant

    4 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    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. Our...

  • Collections Consultant

    4 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    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. Our...

  • Collections Consultant

    4 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    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. Our...

  • Collections Consultant

    4 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    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. Our...

  • Collections Consultant

    3 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    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. Our...

  • Collections Consultant

    4 weeks ago

    wolverhampton, United Kingdom OSB Full time

    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. Our...

  • Collections & Recoveries Agent

    5 months ago

    Wolverhampton, United Kingdom Pertemps Network Group Full time

    **Collections & Recoveries Agent**: - 0421166792 Applicants **£24,000 - £28,000 Per Annum** - Full Time**Permanent** **Wolverhampton, West Midlands** **Banking** **Job Description**: - Do you have experience in customer services? Do you enjoy making a difference? - Do you have the ability to negotiate effectively with customers in financial...

  • Collections Specialist

    1 month ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Full time

    About the RoleWe are seeking a highly skilled and experienced Collections Specialist to join our Financial Support Team at OSB. As a Collections Specialist, you will play a critical role in supporting our customers who are experiencing financial difficulties to find the best outcome to support their financial needs.Key ResponsibilitiesCommunicate effectively...

  • Collections Specialist

    1 month ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Full time

    About the RoleWe are seeking a highly skilled and experienced Collections Specialist to join our Financial Support Team at OSB. As a Collections Specialist, you will play a critical role in supporting our customers who are experiencing financial difficulties to find the best outcome to support their financial needs.Key ResponsibilitiesCommunicate effectively...

  • Collections and Recoveries Officer

    5 months ago

    Wolverhampton, United Kingdom OSB Group Full time

    About the team: The Collections team is a key department within OSB Group; working with our customers to find the best outcome for their financial needs. Collections is an established department with a clear development and progression path. We are looking for enthusiastic and passionate individuals who enjoy exceeding customer expectations and developing...

  • Mortgage Arrears Specialist

    3 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Full time

    About the RoleWe are seeking a highly skilled Mortgage Arrears Specialist to join our Financial Support Team at OSB. In this role, you will work closely with customers who are experiencing financial difficulties to discuss and arrange suitable repayment options for the timely collection of their mortgage arrears.Key ResponsibilitiesAs a Mortgage Arrears...

  • Senior Collections Manager

    3 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

    About the RoleThe OSB Group is seeking a highly skilled Senior Collections Manager to lead our Financial Support Team. As a key member of our team, you will be responsible for managing operational risks, providing effective leadership, and ensuring good customer outcomes.Key ResponsibilitiesLead the team and manage operational risks within the department,...

  • Collections Consultant

    6 days ago

    wolverhampton, United Kingdom OSB Full time

    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. Our...

  • Personal Mortgage Consultant

    5 months ago

    West Bromwich, United Kingdom West Brom Full time

    **Personal Mortgage Consultant - Retail Mortgage Team** **Salary: Up to £30,373 per annum, upon achieving Competent Advisor Status** **Hours: 35 hours per week** **Contract: Permanent** **Location: Hybrid Working (after completion of full training)** **_ Are you a highly motivated person with excellent customer service skills? If that sounds like you,...

  • Senior Collections Manager

    4 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

    About the RoleThe OSB Group is seeking a highly skilled and experienced Senior Collections Manager to lead our Financial Support Team. As a key member of our team, you will be responsible for managing a team of Collections Associates, providing clear direction, and ensuring the efficient and effective management of assets in line with policy and...

  • Financial Support Consultant

    4 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    About the team:The Financial Support team is a key department within OSB Group; working with our customers to find the best outcome for their financial needs. Financial Support is an established department with a clear development and progression path. We are looking for enthusiastic and passionate individuals who enjoy exceeding customer expectations and...

  • Financial Support Consultant

    4 weeks ago

    Wolverhampton, West Midlands, United Kingdom OSB Full time

    About the team:The Financial Support team is a key department within OSB Group; working with our customers to find the best outcome for their financial needs. Financial Support is an established department with a clear development and progression path. We are looking for enthusiastic and passionate individuals who enjoy exceeding customer expectations and...