Vulnerable Customer Consultant

About the team

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.

In this role, you will have the opportunity to support Vulnerable Customers who require individually tailored solutions due to difficult personal circumstances

This involves communicating with Vulnerable Customers understanding the impact and offering support when managing their mortgage account. This may include assisting with the completion of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, exploring forbearance options whilst providing excellent customer service for those in difficult financial circumstances.

Your responsibilities will include…

• Work within the company’s Vulnerable Customer policy focussing on appropriate customer outcomes.
• Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF)
• To identify, recognise and support vulnerable or disabled customers and provide a bespoke tailored approach to all customers whether in arrears or up to date.
• Support vulnerable customers by understanding and identifying customers’ needs to ensure best outcome for their individual circumstances
• Utilise the Group’s forbearance toolkit to its fullest extent when dealing with vulnerable customers.
• Provide support to colleagues who seek advice or help regarding vulnerable customers.
• Taking over difficult calls from colleagues when needed and providing a no barrier point of contact for vulnerable customers.
• Utilising specialist Tools including TEXAS, CARERS,IDEA,CRISIS, BRUCE and others to obtain the best possible outcome for vulnerable customers.

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

We offer a base salary dependent on experience from £27500 - £31500 and a competitive benefits package including:

• Enhanced family-focused benefits
• Medical Cash Plan
• 28 days annual leave plus bank holidays

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 in a vulnerable customer specialist role is essential.
• Experience supporting vulnerable customers with varying needs.
• Strong verbal and written communication skills.
• Adavanced skills in using empathy, resilience and discretion.

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Diversity, Equity & Inclusion

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 be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.