Savings Operations Specialist

About the team:
The Savings & Investments teams supports the bank and its customers undertaking a wide range of different savings related back office tasks, administration and investigative work, as well as engaging directly with customers on the phone to support them to achieve their Savings goals. The role has a strong focus to ensuring high levels of service are provided to internal teams and external customers.

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

Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing:
In this broad and interesting role, you will have the opportunity to provide a high level of service to new and existing customers.

You will focus on key activities to support the Fair Treatment of Vulnerable customers to ensure that we meet the needs of the customer, and their records are appropriately recorded, maintained and constantly reviewed to ensure we consider ongoing changes in customer circumstances.

You will also have the opportunity to support other departments within the business to enhance customer experience and perform due diligence around source ofweath/fund checks, alongside contributing to process improvements.

Through this wide range of tasks and stakeholder engagement you will gain a wealth of experience and exposure to support your career goals

Your responsibilities will include

- Providing a consistently high quality of customer service to both external and internal customers.
- Investigate queries received from both external customers and internal teams appropriately and within the agreed SLA.
- Assisting in the effective administration of Savings & Investment accounts (including mail sorting, interest adjustments, manual payments, etc).
- Acting as an escalation point for savings related issues and work closely with other areas of the business, sharing knowledge and working in partnership on specific activities as defined by the Savings Customer Support Manager and Savings Operations Manager.
- Supporting activities to drive efficiencies and process enhancements across Group Savings Servicing & Branch network to improve the Customer Journey.
- Supporting on key Savings related live issues participating in root cause, corrective action planning and tracking.
- Undertaking quality checking and recording of results to provide a full audit trial to evidence controls are effective.

In return for your commitment:
We offer a base salary dependent on experience of between £26,000-£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 26 weeks.
- Paternity Leave - 8 weeks of paid leave to be taken within 12 months of birth or adoption.
- 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.

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

- Experience working within a Financial Services business is essential.
- Advanced skills in respect of communication and delivering a high level of customer service are essential.
- Intermediate skills of Microsoft Word & Excel is essential.
- Experience identifying and supporting vulnerable customers is desirable.

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:
Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.
- OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applic