Senior Mortgage Collections Specialist

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.

As Senior Financial Support Specialist, you will be an expert in mortgage arrears and the wider mortgage lifecycle, using your experience of secured lending, forbearance and mortgage decision making to provide specialist financial support to customers experiencing financial difficulty.

You will manage a portfolio of complex and high-risk cases, delivering a first-class level of service. This includes fully supporting the needs of vulnerable customers and enabling the progression of appropriate repayment plans to minimise the risk of long-term mortgage arrears, all whilst ensuring positive customer outcomes in every interaction.

Your responsibilities will include …

• Effectively undertaking all aspects of providing financial support in terms of the end-to-end mortgage arrears management journey
• Through effective questioning and listening skills, discuss with customers how and why their account is in arrears to ascertain route causes and potential future barriers.
• Assessing affordability and sustainability of solutions, using mortgage forbearance options and lending judgement to agree appropriate outcomes.
• Ensuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes
• Undertake all customer interactions in accordance with the Group's Financial Support Team policies and procedures
• Depending on your level of experience Acting as a coach and role model to support the development of less experienced team members within Financial Support

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

We offer a base salary dependent on experience of between £36,000 - £40,000 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

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

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

• Strong experience working within regulated mortgage environments, with a clear understanding of the end-to-end mortgage journey, including arrears, forbearance and customer outcomes.
• Proven ability to apply mortgage knowledge and lending judgement when supporting customers in financial difficulty.
• Experience of managing complex or high-risk mortgage cases, including advanced arrears, litigation and receivership activities.
• Skilled in providing bespoke support to vulnerable customers

Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process: OSB Careers

We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we're here to make sure you can show your best self.

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we're happy to have a conversation about what flexibility might look like for you.

Not sure if you meet all the criteria? Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings. We're committed to creating an inclusive space where everyone feels empowered to apply - even if you don't check every box.

We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We're proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all.