Financial Support Consultant

2 months ago

Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time
About the Role

The OSB Group is seeking a talented individual to join our Financial Support team as a Mortgage Collections Specialist. In this role, you will be responsible for efficiently and timely collections activity on a portfolio of mortgage accounts, maintaining a proactive collections strategy. You will be responsible for tailoring a solution within our customer-focused policy that optimizes the outcome for the Group and for the customer.

As a Mortgage Collections Specialist, you will be responsible for responding to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group's Financial Support Policies. You will utilize a suite of initiatives to successfully identify long-term solutions that meet both the needs of the customer and the business, seeking support and guidance where necessary. You will ensure all solutions agreed with the customer are sustainable and take into consideration the customer's personal circumstances.

Key Responsibilities:
  • Respond to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group's Financial Support Policies.
  • Utilize a suite of initiatives to successfully identify long-term solutions that meet both the needs 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 customer's 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).

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 securitization platforms. OSB's unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

We are a successful and growing company who are on an exciting journey with big plans for the future. If this sounds of interest, find out more about the role by reading below.

What We Offer

We offer a base salary dependent on experience of between £24,000 - £28,000 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.

Requirements

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.

What to Do Next

If this sounds like you, please apply now. For internal applications please visit the internal careers page to apply. Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page. If shortlisted from your initial application we operate a personalized recruitment process. Interviews are a two-way street, we aim for them to be relevant and conversational to get the best out of you

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