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. 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, we are looking for a secured collections expert. You will have the opportunity to use your expertise to provide specialist financial support to customers experiencing financial difficulties regarding mortgage repayments and arrears. You will manage a portfolio of complex and high-risk cases, delivering a first-class level of service. This includes fully supporting the needs of vulnerable customers and enabling the progression of appropriate repayment plans to minimise the risk of long-term mortgage arrears, all whilst ensuring positive customer outcomes in every interaction. Your responsibilities will include … Effectively undertaking all aspects of providing financial support in terms of the end-to-end arrears management journey Through effective questioning and listening skills, discuss with customers how and why their account is in arrears Identifying root causes and future barriers, always ensuring that dialogue is in keeping with the principals of the company’s treating customers fairly principles Identifying and processing caseloads effectively Ensuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes Undertake all customer interactions in accordance with the Group’s Financial Support Team policies and procedures Depending on your level of experience Acting as a coach and role model to support the development of less experienced team members within Financial Support The hours of work will be 35 hours per week with differing working patterns between 0800 – 1800 hours We offer a base salary dependent on experience of between £26,500 - £40,000 and a competitive benefits package including: Discretionary annual bonus opportunity of up to 15% 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 We are looking for talented individuals who have the experience and knowledge set out below: Proven track record in providing support to customers experiencing mortgage arrears Demonstrated proficiency in undertaking complex financial support, litigation and receivership activities is advantageous Skilled in providing bespoke support to vulnerable customers Previous experience of providing effective one-to-one coaching to internal colleagues is highly 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.