Customer Relations Case Specialist

5 months ago

Wolverhampton, United Kingdom OSB Group Full time

About the team:
The Customer Relations team handle complaints for the OSB group in line with the Financial Conduct Authority regulations to ensure complaints are addressed fairly and accurately. We have teams based in both Wolverhampton and Chatham that support our lending and savings. This role would support customer complaints across our lending brands Kent Reliance and Precise Mortgages. This role sits in a talented and experienced team and with the bank growing rapidly in recent years, there could certainly be plenty of future opportunities for the right person

The role can be based from Wolverhampton or Chatham and we are happy to discuss part-time and job share opportunities.

About Us:
The OSB Group is a FTSE 250 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.

Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing:
In this role, you will have the opportunity to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on owning complaints that are escalated to formal response stage and resolving in line with FCA DISP timelines.

Your responsibilities will include:

- Handling all complaints received across specific OSB brands and product lines within the formal response stage of the complaint handing process, in line with Treating Customers Fairly (TCF) and FCA regulation considerations.
- Completing initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
- Taking ownership for managing and resolving all allocated customer queries within agreed authority.
- Carry out a thorough investigation of the cause of individual complaints by gathering information from relevant departments and reviewing the relevant documentation.
- Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with the Bank’s policies and set mandate and calculate redress and compensation in line with regulatory and FOS guidelines.

In return for your commitment:
We offer a base salary dependent on experience and location between £26,000 - £30,000 and a competitive benefits package including:

- Discretionary annual bonus opportunity of up to 15%
- 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
- Maternity & Adoption Leave - Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks.
- Paternity Leave - 8 weeks of paid leave to be taken within 12 months of birth or adoption.
- Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Could you be the one?:
We are looking for talented individuals who have the experience and knowledge set out below:

- Complaints handling experience within a regulated financial services environment
- Experience working in a customer facing role
- Track record in investigating complaints in line with FCA regulations
- Experience of working with vulnerable customers
- Strong communication skills with experience of formal letter writing

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:
Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.
- 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 Exe

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