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. Before you read on, we\\\'d like you to know that we\\\'re committed to diversity and hope that our employee base reflects the diverse nature of our society. Our recruitment process can include telephone calls, virtual meetings via Webex and face to face meetings in one of our offices. This is a telephony-based role where you will be taking inbound calls and making outbound calls to customers facing financial difficulty. however, we pride ourselves on doing the right thing for our customers to help them during this time.
To enable us to help the customer you will need to be able to ask challenging questions to fully understand the customers circumstances, complete income and expenditures, agree arrangements and use the OSB toolbox to see if there is any additional support our customers need.
Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding of their circumstances to agree suitable arrangements for repayment
Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness
This is a challenging and highly rewarding role, supporting our customers at their most difficult times to find the best outcome to support their financial needs.
To ensure that you are full prepared for the role, you will complete a four-week classroom-based training plan with our People Development Team, you will then move into our internal Academy where you will receive further on the job training. Once fully competent within the role you will then move to be with the wider Financial Support Team.
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.
The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours on a hybrid basis.
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
OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. 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.