Vulnerable Customer 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 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…

• Supporting vulnerable customers by providing a bespoke approach
• Communicating effectively utilising specialist tools such as TEXAS, CARERS, IDEA, CRISIS and BRUCE
• Build a relationship with customers to understand their circumstances offering support through the group’s forbearance toolkit within mandated controls
• Compiling relevant letters and communication in line with financial support processes for customers whilst ensuring they are tailored to the customer
• Ensuring that recorded keeping is line with regulatory requirements
• Responding to all enquiries, whether received by telephone or in writing, efficiently and in accordance with the Group’s financial support, forbearance and vulnerable customer policies

The hours of work will be 35 hours per week with differing working patterns between 0800 – 1800 hours

PLEASE NOTE THIS IS A FIXED TERM CONTRACT FOR A PERIOD OF 12 MONTHS

In return for your commitment:

We offer a base salary dependent on experience of between £28,000 - £31,000 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
• 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, resilient individuals who have the experience and knowledge set out below:

• Previous experience in a financial support or arrears role within financial services
• Evidenced exemplary call handling skills
• Strong communication skills with the ability to deliver empathy
• Knowledge of Microsoft Word and Excel

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 and submit your application by close of business on 12/09/2024.
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.

• Supporting vulnerable customers by providing a bespoke approach
• Communicating effectively utilising specialist tools such as TEXAS, CARERS, IDEA, CRISIS and BRUCE
• Build a relationship with customers to understand their circumstances offering support through the group’s forbearance toolkit within mandated controls
• Compiling relevant letters and communication in line with financial support processes for customers whilst ensuring they are tailored to the customer
• Ensuring that recorded keeping is line with regulatory requirements
• Responding to all enquiries, whether received by telephone or in writing, efficiently and in accordance with the Group’s financial support, forbearance and vulnerable customer policie