Vulnerable Customer Consultant

5 days 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 have the opportunity to support Vulnerable Customers who require individually tailored solutions due to difficult personal circumstances.

This involves communicating with Vulnerable Customers understanding the impact and offering support when managing their mortgage account. This may include assisting with the completion of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, exploring forbearance options whilst providing excellent customer service for those in difficult financial circumstances.

Your responsibilities will include…

  • Supporting vulnerable customers by providing a bespoke approach.
  • Communicating effectively utilising specialist tools such as TEXAS, CARERS, IDEA, CRISIS and BRUCE.
  • Build a relationship with customers to understand their circumstances offering support through the group's forbearance toolkit within mandated controls.
  • Progressing accounts timely through the Collections Process.
  • Ensuring that recorded keeping is in line with regulatory requirements.
  • Responding to all enquiries, whether received by telephone or in writing, efficiently and in accordance with the Group's financial support, forbearance and vulnerable customer policies.

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, resilient individuals who have the experience and knowledge set out below:

  • Background in a financial support or arrears role within financial services.
  • Experience in a vulnerable customer specialist role.
  • Demonstrable strong excellent call handling and communication with ability to deliver empathy.
  • Knowledge of Microsoft Word and Excel.

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

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