Financial Support Consultant

2 weeks ago

Chatham, United Kingdom OSB Group Full time

About the team:
The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.

About Us:
Your responsibilities will include
- Communicating effectively with customers to understand their financial situation, asking exploratory questions in order to agree suitable arrangements for repayment
- Ensuring a consistently high level of customer service
- Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
- Identifying customers that show signs of vulnerability and working within the Group’s framework to ensure suitable steps are taken
- Updating system notes to accurately reflect the conversation with the customer
- Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness

This is a challenging and highly rewarding role, supporting our customers at their most difficult 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.

The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours.

We also offer part time positions with shifts of 0800 - 1300 hours or 1300 - 1800 hours, please get in touch with us to learn more about our part time opportunities.

What you will be doing:
We offer a full time base salary dependent on experience of between £26,500 - £30,000 and a competitive benefits package including:

- Enhanced family-focused benefits
- Hybrid-working
- Annual bonus opportunity

Please use this link to see the fantastic benefits available at OSB: OSB Careers

In return for your commitment:
OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment

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

- Previous work experience in a financial services or regulated environment in a customer focused arrears role
- Comfortable speaking to customers on the phone and dealing with a high volume of calls
- Strong verbal negotiation, communication, empathy and listening skill

What to do next:

- Still on the fence? Hear from our team or explore our process: _OSB Careers_

**Diversity, Equity & Inclusion**We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds._

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