Compassionate Mortgage Collections Advisor

OSB Group; West Midlands; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Annual discretionary bonus up to 15%

30 days annual leave

Pension 3%/5% with employer 6%/8%

Enhanced family benefits

2 days volunteering

Job summary

OSB Group is seeking a dedicated specialist to support vulnerable customers facing complex financial challenges with mortgages. You will assess circumstances, guide customers through forbearance options, and tailor support to individual needs while maintaining compassionate, compliant communication.

The role emphasizes delivering positive outcomes, working within a collaborative team, and adhering to the Inclusion and Vulnerability policy. 35-hour weeks across standard daytime shifts.

Qualifications

• Proven experience supporting vulnerable customers with a wide range of needs.
• Ability to communicate clearly across phone, email, and written correspondence.
• Excellent active listening to understand circumstances.
• Good decision-making skills and resilience under pressure.

Responsibilities

• Taking ownership of customer accounts including residential, buy-to-let and shared ownership and guiding customers through their journey.
• Communicating with customers by phone, letter or email.
• Supporting vulnerable customers by understanding their needs to ensure best outcomes.
• Provide a personalised approach for every customer whether they are up to date or in arrears.
• Making full use of the Group's forbearance toolkit to offer the most suitable options.
• Work alongside a friendly and supportive team with the desire to make a difference.
• Following the company's Group Customer Access, Inclusion and Vulnerability Policy to ensure each customer receives the right outcomes.

Skills

Vulnerable customers support

Empathy and sensitivity

Clear communication

Active listening

Decision making

Resilience under pressure

Job description

OSB Group is seeking a dedicated specialist to support vulnerable customers facing complex financial challenges with mortgages. You will assess circumstances, guide customers through forbearance options, and tailor support to individual needs while maintaining compassionate, compliant communication.

The role emphasizes delivering positive outcomes, working within a collaborative team, and adhering to the Inclusion and Vulnerability policy. 35-hour weeks across standard daytime shifts.