Broker Liaison Coordinator

About the team:
The Broker liaison team support the bank by taking the inbound mortgage calls from mortgage intermediaries who require information with regards to new or current lending, further advances, and for support with our broker portal.

About Us:
OSB Group is a leading 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.

What you will be doing:
In this role, you will be talking to mortgage intermediaries answering new business enquiries, resolving any queries they may have, and escalating complaints where required.

Your responsibilities will include
- Delivering a high standard of customer service over the phone
- Participating in telephone campaigns where required.
- Resolving any technical queries and complaints within personal levels of expertise and escalating where necessary
- Identifying and escalating any instances of fraud or other suspicious activities and reporting these to line management

This is a great opportunity to work within a small, friendly team who are highly supportive of each other and encourage individual and team development. With in-depth, on the job training this role will strengthen your knowledge of our extensive mortgage criteria, products and the home purchasing process.

In return for your commitment:
We offer a base salary dependent on experience of between £20,000 - £22,000 and a competitive benefits package including:

- 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
- Additional benefits such as, cycle purchase scheme, season ticket Loan, holiday purchase/sell schemes, employee perk portals and save as you earn scheme.
- Prioritising your well-being

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

- Previous experience in a customer service environment with a confident telephone manner
- Advanced skills in respect of communication and delivering a high level of customer service
- Intermediate skills in respect of attention to detail and ability to learn new processes and procedures
- Basic knowledge of the home buying process desirable but not essential
- Previous experience working within the Financial Services industry with basic knowledge of FCA and relevant regulation desirable but not essential

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

What to do next:

- 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 and relationship building, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. T_
- he vast majority of roles throughout the Group fall within scope of our Hybrid Working approach, which aims to provide ongoing flexibility and support in terms of work:life balance. Our approach provides opportunity for individuals to informally agree with their Line Manager how they split their working week between their primary office location and home. _