Customer Service Advocate

2 months ago

Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

About the Role

The OSB Group is seeking a skilled Financial Support Specialist to join our team. As a key member of our Financial Support department, you will play a crucial role in working with customers to find the best outcome for their financial needs.

Key Responsibilities

  • Respond to customer enquiries in a timely and efficient manner, adhering to our Financial Support Policies.
  • Utilize a suite of initiatives to identify long-term solutions that meet both customer and business needs, seeking guidance where necessary.
  • Ensure all solutions agreed with customers are sustainable and take into consideration their personal circumstances.
  • Adhere to our Call Model principles during all customer interactions, 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).

What We Offer

We offer a competitive salary, ranging from £24,000 to £28,000, and a comprehensive 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
  • Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
  • Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth
  • 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.

Requirements

We are looking for talented individuals who have:

  • Previous experience in a collections role or experience delivering excellent customer service within a Financial Services setting.
  • Experience in working within a regulated environment.
  • Comfortable speaking to customers on the phone and dealing with a high volume of calls.
  • Strong verbal negotiation, communication, empathy, and listening skills.

What to Expect

As a Financial Support Specialist at the OSB Group, you can expect a challenging and rewarding role that will allow you to develop your skills and knowledge in a dynamic and supportive environment. We are committed to diversity and inclusion and offer flexible working opportunities to establish a healthy work-life balance.

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