Broker Liaison Coordinator

OSB Group; Chatham; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

30 days annual leave

Pension scheme

Enhanced family-focused benefits

Job summary

OSB Group is hiring for a role supporting mortgage intermediaries with inbound enquiries, information on lending, and portal navigation. You will answer new business queries, resolve issues, and escalate complaints while delivering a high level of customer service.

Working in a positive team, you will gain industry knowledge and develop professional skills in financial services. Salary £25,000–£26,000 with a competitive benefits package.

Qualifications

• Previous experience in a customer service environment with a confident telephone manner.
• Basic knowledge of call centre operations is essential.
• Advanced skills in respect of communication and delivering a high level of customer service.
• Attention to detail and ability to learn new processes and procedures.

Responsibilities

• Answering new business enquiries, resolving queries, and escalating complaints where required while delivering excellent customer service.
• Liaising with Business Development Managers to provide ongoing support.
• Participating in telephone campaigns for intermediaries.
• Resolving technical queries and escalating where necessary.
• Taking card payments and issuing refunds while complying with PCI processes.
• Completing general administration duties and ad hoc tasks or projects.

Skills

Customer service experience

Phone communication

Call centre knowledge

Attention to detail

Job description

About the team The Broker liaison team support the bank by taking inbound mortgage calls from mortgage intermediaries who require information with regards to new or current lending, broker portal navigation and registration assistance.

What you will be doing?

Answering new business enquiries, resolving any queries they may have, and escalating complaints where required whilst always delivering excellent customer service.

Working within a positive and supportive team, you will gain valuable industry knowledge, practical skills, and professional development opportunities that will help launch your career in financial services.

Your responsibilities will include:

• Supporting the Broker Journey by using your skills and knowledge to deal with queries from Intermediaries through all communication methods for new lending.
• Liaising with our Business Development Managers to provide them ongoing support.
• Participating actively in telephone campaigns where required for intermediaries.
• Resolving technical queries and escalating where necessary.
• 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.

What's in it for you?

We offer a base salary dependent of experience and location between £25,000- £26,000 and a competitive benefits package:

• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Enhanced family-focused benefits

Please use this link to see the fantastic benefits available at OSB: OSB Careers. About us OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment!

Do you have the skills?

• Previous experience in a customer service environment with a confident telephone manner.
• Basic knowledge of call centre operations is essential.
• Advanced skills in respect of communication and delivering a high level of customer service.
• Attention to detail and ability to learn new processes and procedures.

We are proud to be a Disability Confident employer and are committed to creating an inclusive and accessible workplace where everyone can thrive.

We welcome applications from people of all backgrounds and encourage candidates with disabilities and long-term health conditions to apply.

Diversity, Equity & Inclusion

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we're happy to have a conversation about what flexibility might look like for you.

Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply.

Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don't feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.