Servicing Quality& Performance Assessor

7 months ago

Wolverhampton, United Kingdom OSB Group Full time

About the team:
The Mortgage Servicing team process customer service-related tasks for the lending brands within OSB Group.

**THIS IS A PART TIME POSITION OF 30 HOURS PER WEEK FOR A PERIOD OF 12 MONTHS.**

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 lead the delivery of Quality and Performance related tasks ensuring that the highest of standards are maintained at all times. The role holder will drive the performance of the Servicing Team by undertaking case sampling and will identify development areas and solutions.

You will be responsible for the delivery of the department performance, utilising your skills to drive upwards quality and productivity scores to support the department and wider business.

Your responsibilities will include
- Undertaking process/ administration quality checking across the department ensuring all outputs are of the highest standard.
- Proactively contributing to monthly reporting providing commentary on outputs and emerging trends.
- Providing floor support and knowledge development where required to junior members of the team where required for complex issues or technical guidance and to identify agent development.
- Managing escalations and resolve technical queries from junior team members.
- Identifying skill needs and gaps, recommending appropriate coaching solutions in conjunction with team managers and People Development to achieve the desired results.

In return for your commitment:
We offer a base salary dependent on experience of between £24,000-£27,426 dependent on experience, alongside 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.

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

- Previous experience of working within a financial services environment would be advantageous.
- Previous experience of assessing / quality checking / audit administrative work and providing appropriate feedback is desirable.
- Advanced skills in respect of attention to detail are essential.

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 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 to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work._

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