ABOUT THE TEAM:

The Broker liaison team support the bank by taking the inbound mortgage calls from mortgage intermediaries who require information with regards to new or current lending, further advances, and for support with our broker portal.

ABOUT US:

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!

DO YOU HAVE THE SKILLS?

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

• Previous experience in a customer service environment with a confident telephone manner.
• Advanced skills in respect of communication and delivering a high level of customer service.
• Intermediate skills in respect of attention to detail and ability to learn new processes and procedures.
• Previous experience working within the Financial Services industry is desirable but not essential.

WHAT YOU WILL BE DOING:

In this varied role, you will have the opportunity to speak to mortgage intermediaries answering new business enquiries, resolving any queries they may have, and escalating complaints where required whilst delivering excellent customer service at all times.
You will work within a positive and supportive team whilst valuable insight into mortgages and financial services to support your career goals!

Your responsibilities will include:

• Supporting the Broker Journey by using skills and knowledge to deal with queries from Intermediaries through all communication methods for new lending
• Delivering a high standard of customer service
• Providing clear clarification for declined cases
• Dealing with internal departments where required
• Liaising with our Business Development Managers to provide them ongoing support
• Participate actively in telephone campaigns where required for intermediaries
• Resolving technical queries and escalate where necessary
• Identifying and escalate any instances of fraud or other suspicious activitie