Collections and Recoveries Officer

6 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 their knowledge within the banking industry. As our Collections team are made up of various tiers, we are looking for talented individuals with customer service experience at entry level and with experience working within a Collections function. Entry level salary will be dependent on collections experience.

OSB Group are a successful and growing company who are on an exciting journey with big plans for the future. If this sounds of interest, find out more about the role by reading below.

About Us:
OSB Group is a leading specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

What you will be doing:
In this role, you will be responsible for efficient and timely collections activity on a portfolio of mortgage accounts maintaining a pro-active collections strategy. This involves telephoning and discussing with customers queries and problems with the repayment of their mortgage loan.

You will be responsible for tailoring a solution within our customer focused policy that optimises the outcome for the Group and for the customer.

This career enhancing opportunity will allow you to us your strong communication skills and thrive in providing exceptional customer service. This is a challenging and highly rewarding role; supporting our customers at their most vulnerable 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.

Your responsibilities will include
- Respond to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group’s Collections Policies.
- Utilise a suite of initiatives, successfully identify long term solutions that meet both the need of the customer and the business, seeking support and guidance where necessary.
- Ensure all solutions agreed with the customer are sustainable and take into consideration the customers personal circumstances.
- Adhere to our Call Model principles during all contact with the customer, displaying a continued improvement and ensuring an appropriate result for the customer and the business is achieved in all calls.
- Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF). Ensure all work is carried out in line with the applicable regulatory and legislative requirement.

Could you be the one?:
We offer a base salary dependent on experience between £24000 - £28000 and a competitive benefits package including:

- Discretionary annual bonus opportunity of up to 12.5%
- 28 days annual leave plus bank holidays
- Contributory pension (8% employer 5% employee)
- Life Assurance (4x salary) plus Group Income Protection
- Access to Private Medical Insurance and Medical Cash Plan
- Additional benefits such as, Cycle Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals and Save as you Earn scheme.
- Prioritising your well-being

What to do next:

- 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. _
- Whilst we are an organisation that values face-to-face interaction and relationship building, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. T_
- he vast majority of roles throughout the Group fall within scope of our Hybrid Working approach, which aims to provide ongoing flexibility and support in terms of work:life balance. Our approach provides opportunity for individuals to informally agree with their Line Manager how they split their working week between

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