Senior Mortgage Collections Specialist

3 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:

We are looking for secured collections experts who will have a real opportunity to make a difference. We will be looking to you to bring your knowledge to navigate solutions to portfolios of complex and high risk collections cases, across the entire collections journey.

You must be able to produce first class service, good outcomes and be a role model across the whole team. Through your knowledge, tenacity and skill you will be able to tackle all collections scenarios, minimise the risk of long-term mortgage arrears and deliver good customer outcomes on every interaction.

Your responsibilities will include…

  • Effectively undertaking all aspects of providing financial support in terms of the end to end arrears management journey
  • Discussing with customers how and why their account is in arrears, identifying root causes and future barriers so that you come to tailored arrangements
  • Identifying and processing caseloads effectively
  • Utilising all tools at your disposal to make contact with customers
  • Ensuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes
  • Acting as a coach and role model to support the development of less experienced team members within Financial Support

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 experience of providing support to customers experiencing mortgage arrears or repayment challenges is essential
  • Previous experience of undertaking complex financial support, litigation and receivership activities is essential
  • Previous experience of providing bespoke support to vulnerable customers is essential
  • Previous experience of providing effective one-to-one coaching to internal colleagues is highly desirable

Specialist understanding of:

  • Regulations and regulator expectations regarding customer vulnerability
  • FCA Consumer Duty
  • Residential, Buy to Let and Specialist secured lending

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

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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