Financial Support Consultant

The Financial Support Team is a versatile, customer‑focused function dedicated to supporting customers who are experiencing financial difficulties. We focus on delivering tailored outcomes for customers struggling with their mortgage payments, ensuring each customer is treated fairly and with empathy while maintaining regulatory and ethical obligations.

As a Financial Support Consultant, you will work from the contact centre, communicating with customers primarily by telephone, with additional support via email, letters, and text messages. You will gather each customer’s individual circumstances, ask effective questions, review their financial situation, and then collaborate to agree on sustainable repayment solutions. Your aim is to clear arrears, achieve positive outcomes for the customer, and provide outstanding service even in complex or sensitive conversations.

Work schedules are 35 hours per week, with flexible patterns between 08:00 and 18:00. Part‑time roles are available during the 08:00–13:00 or 13:00–18:00 shifts.

• Engage with customers to understand their financial situation.
• Use effective questioning to agree appropriate repayment arrangements.
• Manage a high volume of customer interactions primarily by telephone, with written communication via email, letters and text messages.
• Deliver a consistently high level of customer service during complex or sensitive conversations.
• Make business‑ and customer‑oriented decisions on suitable next steps while ensuring a positive customer outcome.
• Identify customers showing signs of vulnerability and apply the Group’s framework for appropriate support.
• Update systems to accurately reflect conversations and actions taken.
• Develop overall performance through feedback on call handling, case handling and effectiveness.

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

• Full‑time base salary between £26,500 and £30,000, depending on experience.
• Annual bonus opportunity.
• Enhanced family‑focused benefits, including 28 days annual leave plus bank holidays.
• Access to Private Medical Insurance and a Medical Cash Plan.
• Hybrid‑working arrangements.

OSB Group is a specialist mortgage lender and retail savings bank that values collaboration and engagement. We offer a supportive environment where dedicated individuals can grow and make a real difference to customers in challenging times.