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Collections Manager
4 months ago
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 lead and manage a team of specially trained Financial Support Team Consultants in a contact centre environment. You will undertake all aspects of supporting customers experiencing financial difficulties impacting their ability to maintain their mortgage payments.
Providing clear direction to the team, inspiring, developing and coaching them to meet and exceed targets as well as ensuring management of assets in line with regulation, policy, procedure, service levels and in keeping with the principals of Consumer Duty.
Your responsibilities will include:
- Ensuring all staff are managed, trained, appraised and developed, setting appropriate performance objectives and reviewing these objectives in line with the performance management process
- Being a role model and leading the team to manage operational risks within the department, efficiently and effectively support our customers experiencing difficulties to maintain their mortgage payments
- Ensuring that key mortgage arrears life cycle events are effectively monitored and managed, whilst suitable strategies are considered
- Making mandated decisions on referrals and next steps where forbearance options can be considered or where cases are to be progressed to Litigation and Repossession or cancelled
- Ensuring that shortfall and professional negligence claims are effectively commenced and managed
- Reporting on key performance and operational issues, making recommendations for improvement
- Assisting with the management of complaint resolution by taking escalated calls, coaching and supporting the team to resolve complaints on the spot
The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours
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 line management in a financial support or collections environment within Financial Services
- Strong leadership and management skills to motivate a team to deliver good customer outcomes in a busy contact centre
- Knowledge of the end to end arrears strategy for secured mortgages and loans
- Robust knowledge of the technical aspect of arrears based litigation
- Knowledge of the of professional negligence and shortfall management processes
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.
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