Mortgage Servicing Officer (Tier 1)

at  OSB Group

About the team:
The Mortgage Servicing team process customer service-related tasks for the lending brands within OSB Group.
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 varied and interesting role, you will deliver a high-quality telephony and administrative support service that visibly contributes value and exceeds client and customer expectations. Delivering exceptional customer service and keeping the customer journey at the heart of every task. Processing all queries from completion to redemption either directly from customers, solicitors and brokers, or queries escalated from within OSB Group and OSBI.

Your responsibilities will include…

• Processing all incoming mail tasks to agreed timescales and quality standards
• Demonstrating excellent communication skills when dealing with Telephony or administration queries, and ensure the customer journey is considered in all interactions. Queries will be of a technical or regulated nature so attention to detail and subject knowledge is key.
• Maintaining a high level of speed and accuracy when processing documents, ensuring productivity targets are achieved in conjunction with high quality targets.
• Interpreting customer issues and analyse existing policies and procedures to determine a suitable resolution
• Providing administrative support to the Admin or Securities team when servicing volumes allow
• Ensuring correct appliance of procedures for each Client, and take responsibility to report breaches to line manager when identified.

In return for your commitment:

We offer a base salary of circa £24,000 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
• Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks.
• Paternity Leave – 8 weeks of paid leave to be taken within 12 months of birth or adoption.
• 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.

Could you be the one?:

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

• Previous experience of working within a regulated mortgage environment
• Previous experience of working in a customer service environment essential.
• Detailed understanding of Microsoft Word, PowerPoint and Excel is essential.
• Advanced attention to detail skills is essential

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.

• Processing all incoming mail tasks to agreed timescales and quality standards
• Demonstrating excellent communication skills when dealing with Telephony or administration queries, and ensure the customer journey is considered in all interactions. Queries will be of a technical or regulated nature so attention to detail and subject knowledge is key.
• Maintaining a high level of speed and accuracy when processing documents, ensuring productivity targets are achieved in conjunction with high quality targets.
• Interpreting customer issues and analyse existing policies and procedures to determine a suitable resolution
• Providing administrative support to the Admin or Securities team when servicing volumes allow
• Ensuring correct appliance of procedures for each Client, and take responsibility to report breaches to line manager when identified