Financial Support Consultant

About the team

The Financial Support Team is a versatile, customer‑focused function dedicated to supporting customers when they are experiencing financial difficulties.

We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments, ensuring each customer is treated fairly and with empathy. We have a strong passion for doing the right thing for customers, working collaboratively as a team, and ensuring we fulfil all regulatory and ethical obligations.

This is a contact centre based position where, as Financial Support Consultant you will liaise with customers using a range of communication channels, predominately telephone calls, but also email, letters and text messages.

You will spend time understanding each customers individual circumstances by asking the right questions and reviewing their financial situation. You will then use this information to work with our customers to agree tailored and sustainable solutions to aid with the clearance of their arrears whilst delivering outstanding customer service.

Your responsibilities will include…

• Speaking with customers to understand their financial situation, using effective questioning to agree appropriate repayment arrangements
• Managing a high volume of customer interactions, mainly by telephone, alongside written communication including emails, letters and text messages.
• Delivering a consistently high level of customer service, even during complex or sensitive conversations
• 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 appropriate support is provided
• Updating systems accurately reflect the conversation with the customer and actions taken
• Developing your overall performance based on feedback given regarding the quality of your call handling, case handling and effectiveness

This is a challenging and highly rewarding role, supporting our customers during difficult periods and helping them reach 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.

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

• Annual bonus opportunity
• Enhanced family-focused benefits
• 28 days annual leave plus bank holidays
• Access to Private Medical Insurance and Medical Cash Plan
• Hybrid-working

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

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!

We are looking for talented individuals who have the experience and knowledge set out below:

• Experience working in a customer-focused role, within a contact centre or a high call volume environment with in-depth customer interactions
• Confidence handling telephone conversations, including discussing sensitive or complex customer situations
• Strong communication, empathy, listening and negotiation skills
• Experience with in financial services, collections or a regulated environment is desirable

Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to signed up to the Women in Finance charter to actively support the growth and development of senior women in our sector and have dedication to re-treat all the employees and job applicants equally.