About Our Team:
The Financial Support Team at OSB focuses on delivering tailored solutions for customers struggling with mortgage payments.
We prioritize doing the right thing for our customers, ensuring we meet all our obligations. Our commitment to diversity is reflected in our employee base, and we strive to create an inclusive work environment.
Our Recruitment Process:
We use a personalized approach that includes telephone calls, virtual meetings via Webex, and face-to-face interactions in one of our offices. We'll ensure you're comfortable with these stages and provide necessary support if needed.
Job Summary:
In this role, you'll have the opportunity to utilize your expertise in secured collections to provide specialized financial support to customers facing mortgage difficulties.
You'll manage a portfolio of complex cases, delivering exceptional service while supporting vulnerable customers. This involves creating effective repayment plans, minimizing long-term mortgage arrears, and achieving positive customer outcomes.
Responsibilities:
* Provide comprehensive financial support throughout the arrears management journey
* Craft tailored solutions through effective questioning and listening skills, discussing account arrears with customers
* IDentify root causes and future barriers, upholding treating customers fairly principles
* Process caseloads efficiently, adhering to statutory and regulatory requirements for mortgage arrears
* Prioritize fair customer outcomes, ensuring compliance with Group policies and procedures
* Act as a coach and role model, supporting less experienced team members in the Financial Support Team
Working Hours:
This role requires 35 hours per week, with varying working patterns between 0800 and 1800 hours.
Benefits:
You'll be rewarded with a competitive salary, estimated to be around £38,000-£45,000 depending on experience and location. Enjoy a range of fantastic benefits, including flexible working options, professional development opportunities, and a supportive work environment.
Requirements:
* Demonstrated track record in providing support to customers experiencing mortgage arrears
* Proficiency in undertaking complex financial support, litigation, and receivership activities is advantageous
* Skilled in providing bespoke support to vulnerable customers
* Previous experience in coaching internal colleagues is highly desirable
What's Next:
If you're passionate about delivering excellent customer service and have the required skills, please submit your application. We look forward to reviewing your qualifications and discussing this opportunity further.