Financial Support Manager

About the team

The Financial Support Team (previously known as Collections and Recoveries) help borrowers in financial difficulties, to prevent their Mortgage falling into arrears or exploring options to help the customers to address their arrears and to reach a good customer outcome. Where customers can no longer afford their payments then, as a last resort, Litigation action will commence and properties may be taken into possession to prevent the situation from worsening.

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 have the opportunity to lead and manage a team of specially trained Financial Support Team Associates undertaking all aspects of Collections and Recovery activities. Providing clear direction to the team, inspiring, developing and coaching them to meet and exceed targets as well as ensuring management of assets in line with policy, procedure, SLA and in keeping with the principals of the Customer Journey strategy.

• Lead the team and manage operational risks within the department, efficiently and effectively to optimise business results.
• Provide effective leadership, support and motivation to the team. Ensuring all staff are managed, trained, appraised and developed, setting appropriate performance objectives and reviewing these objectives in line with the performance management process.
• Report on key performance and operational issues, making recommendations for improvement.
• Participating and supporting new boarding projects ensuring that all aspects of Collections requirements are considered and plans in place for seamless integration.
• Undertake monthly sampling in line with T&C framework to ensure good customer outcomes in line with policies and procedures and Customer Journey strategy’s.
• Assist in management of complaint resolution by taking escalated calls, coaching and supporting the team to resolve complaints on the spot and ensuring that processes and timescales are adhered to where complaints are escalated to Customer Relations.
• Making mandated decisions on referrals and next steps where cases are to be progressed to Litigation and Repossession or where Litigation and Repossession action is to be cancelled.
• Liaise and maintain working relationships with 3rd party organisations such as Solicitors, Third Party Associates and system providers.

We offer a base salary dependent on experience from £37000and a competitive benefits package including :

• Discretionary annual bonus opportunity of up to 15%
• 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 Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
• Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth
• 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.

We are looking…