Customer Service Advocate

3 weeks ago

Chatham, Kent, 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 support and 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

  • A competitive salary, dependent on experience, ranging from £30,000 to a competitive benefits package.
  • 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

  • Previous experience in a collections role or 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.

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