Financial Support Consultant

About the team

The Financial Support team is a key department within OSB Group; working with our customers to find the best outcome for their financial needs. Financial Support is an established department with a clear development and progression path.

We are looking for enthusiastic and passionate individuals who enjoy exceeding customer expectations and developing their knowledge within the banking industry. As our Financial Support team are made up of various tiers, we are looking for talented individuals with customer service experience at entry level and with experience working within a Collections function. Entry level salary will be dependent on collections experience.

OSB Group are a successful and growing company who are on an exciting journey with big plans for the futur. If this sounds of interest, find out more about the role by reading below.

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.

In this role, you will be responsible for efficient and timely collections activity on a portfolio of mortgage accounts maintaining a pro‑active collections strategy. This involves telephoning and discussing with customers queries and problems with the repayment of their mortgage loan.

You will be responsible for tailoring a solution within our customer focused policy that optimises the outcome for the Group and for the customer.

This career enhancing opportunity will allow you to us your strong communication skills and thrive in providing exceptional customer service. This is a challenging and highly rewarding role; supporting our customers at their most vulnerable 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.

• Respond to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group’s Financial Support Policies.
• Utilise a suite of initiatives, successfully identify long term solutions that meet both the need of the customer and the business, seeking support and guidance where necessary.
• Ensure all solutions agreed with the customer are sustainable and take into consideration the customers personal circumstances.
• Adhere to our Call Model principles during all contact with the customer, displaying a continued improvement and ensuring an appropriate result for the customer and the business is achieved in all calls.
• Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF). Ensure all work is carried out in line with the applicable regulatory and legislative requirement.

We offer a base salary dependent on experience of between £25000 - £30000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%
• 28days 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…