The case update team support the bank by taking inbound mortgage calls from intermediaries who require information with regards to post submission enquiries. 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. In this role you will have the opportunity to take post-application calls from mortgage intermediaries who require updates to their case in progress, resolving any queries they may have, taking card payments and issuing refunds whilst complying with PCI processes and deliver high standards of customer service at all times. You will work within a small and supportive team with lots of opportunity for collaboration across teams. You will report into the Sales Development function through the Broker Liaison Team Leader. Your responsibilities will include… Supporting the Broker Journey by responding to case update queries from Brokers via all communication methods, always maintaining excellent customer service standards. Receiving calls regarding case updates, provide information to the broker and deal with any queries that they have effectively and provide excellent customer service. Updating intermediaries on the status of their client’s applications; provide clear and concise communication as required and on a timely basis. Dealing with calls and emails, to internal and external contacts on outcomes as required Taking card payments and issue refunds whilst complying with PCI processes. Completing general administration duties and ad hoc tasks or projects as and when required. We offer a base salary dependent on experience of between £22,000-£23,000 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. 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. A good standard of communication & listening skills is essential. Time management and organisational skills are essential. Basic knowledge of is knowledge of FCA requirements and Regulatory Framework relevant to a mortgage role is desirable. 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. 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.