Financial Support Consultant

OSB Group; Chatham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading mortgage lender in Chatham is looking for enthusiastic individuals to join their Financial Support team. This role involves managing collections for mortgage accounts while providing exceptional customer service. Candidates should have customer service experience and strong communication skills. The position offers a salary ranging from £25,000 to £30,000, alongside a competitive benefits package including bonuses and flexible working options.

Benefits

Discretionary annual bonus

28 days annual leave

Contributory pension

Life Assurance

Private Medical Insurance

Hybrid working options

Qualifications

• Previous experience in a collections role or customer service within Financial Services.
• Experience in a regulated environment.
• Comfortable speaking on the phone and handling high call volume.

Responsibilities

• Efficiently manage collections on a portfolio of mortgage accounts.
• Tailor solutions to optimize outcomes for customers.
• Respond to inquiries promptly according to policies.
• Ensure compliance with regulatory requirements.

Skills

Customer service experience

Negotiation skills

Communication skills

Empathy

Listening skills

Job description

About the team

The Financial Support team is a key department within OSB Group; working with our customers to find the best outcome for their financial needs. Financial Support is an established department with a clear development and progression path.

We are looking for enthusiastic and passionate individuals who enjoy exceeding customer expectations and developing their knowledge within the banking industry. As our Financial Support team are made up of various tiers, we are looking for talented individuals with customer service experience at entry level and with experience working within a Collections function. Entry level salary will be dependent on collections experience.

OSB Group are a successful and growing company who are on an exciting journey with big plans for the futur. If this sounds of interest, find out more about the role by reading below.

About Us

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.

What you will be doing

In this role, you will be responsible for efficient and timely collections activity on a portfolio of mortgage accounts maintaining a pro‑active collections strategy. This involves telephoning and discussing with customers queries and problems with the repayment of their mortgage loan.

You will be responsible for tailoring a solution within our customer focused policy that optimises the outcome for the Group and for the customer.

This career enhancing opportunity will allow you to us your strong communication skills and thrive in providing exceptional customer service. This is a challenging and highly rewarding role; supporting our customers at their most vulnerable times to find the best outcome to support their financial needs. You will be provided with full training on how to deal with various types of queries, and how to ask the right questions to negotiate and work with the customer to find a suitable solution.

Your responsibilities will include…

• Respond to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group’s Financial Support Policies.
• Utilise a suite of initiatives, successfully identify long term solutions that meet both the need of the customer and the business, seeking support and guidance where necessary.
• Ensure all solutions agreed with the customer are sustainable and take into consideration the customers personal circumstances.
• Adhere to our Call Model principles during all contact with the customer, displaying a continued improvement and ensuring an appropriate result for the customer and the business is achieved in all calls.
• Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF). Ensure all work is carried out in line with the applicable regulatory and legislative requirement.

In return for your commitment

We offer a base salary dependent on experience of between £25000 - £30000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%
• 28days 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 13 weeks and at 50% of salary for the next 13 week period.
• Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth
• 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.

Could you be the one?

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous experience in a collections role or experience delivering excellent customer service within a Financial Services setting.
• Experience in working within a regulated environment.
• Comfortable speaking to customers on the phone and dealing with a high volume of calls.
• Strong verbal negotiation, communication, empathy and listening skills.

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.

What to do next

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.

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