Financial Support Specialist

2 weeks ago

Chatham, Kent, United Kingdom OSB Group Full time
About the Role

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.

We are looking for talented individuals who have the experience and knowledge set out below:
  • 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.

Responsibilities

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 use 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.

Key responsibilities include:
  • Respond to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group's Financial Support 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.

What We Offer

We offer a base salary dependent on experience of between £25,000 - £30,000 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
  • 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.

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