Financial Support Consultant

at  OSB Group

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.
About Us:
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.
What you will be doing:
In this role, you will be responsible for the 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 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.

Your responsibilities will include…

• Responding to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group’s Financial Support Policies
• Utilising a suite of initiatives, successfully identifying long term solutions that meet both the need of the customer and the business, seeking support and guidance where necessary
• Ensuring all solutions agreed with the customer are sustainable and take into consideration the customers personal circumstances
• Adhering 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

The hours of work will be 35 hours per week as per the below shifts;
Week 1: 0800 – 1600 hours
Week 2: 0900 – 1700 hours
Week 3: 1000 – 1800 hours
In return for your commitment:

We offer a base salary dependent on experience between £24000 - £28000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%
• 28 days 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
• Additional benefits such as, Cycle Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals and Save as you Earn scheme.
• Prioritising your well-being!

Could you be the one?:

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

• Previous experience in a financial support or arrears role within a Financial Services setting
• Comfortable speaking to customers on the phone and dealing with a high volume of calls
• Strong verbal negotiation, communication, empathy and listening skills

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.
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.
What to do next:
If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.
Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.
If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!
OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.
As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.
Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.
All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.

• Responding to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group’s Financial Support Policies
• Utilising a suite of initiatives, successfully identifying long term solutions that meet both the need of the customer and the business, seeking support and guidance where necessary
• Ensuring all solutions agreed with the customer are sustainable and take into consideration the customers personal circumstances
• Adhering 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 requiremen