Mortgage Collections Advisor – Hybrid Role

OSB Group; Chatham; Hybrid; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Annual bonus up to 15%

30 days annual leave

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

Job summary

OSB Group is seeking a Financial Support Consultant for a contact centre role handling a high volume of customer interactions across calls, emails, letters and texts. You will assess individual circumstances and agree tailored repayment arrangements to help clear arrears, while delivering excellent service.

35 hours per week with hybrid patterns (0800-1800) and part-time shifts available after training; full training provided and a supportive, inclusive environment.

Qualifications

• Experience in a customer-focused role within a contact centre or high call volume environment with in-depth customer interactions.
• Confidence handling telephone conversations, including discussing sensitive or complex customer situations.
• Strong communication, empathy, listening and negotiation skills.
• Experience within financial services, collections or a regulated environment is desirable.

Responsibilities

• Speaking with customers to understand their financial situation, using effective questioning to agree appropriate repayment arrangements
• Managing a high volume of customer interactions, mainly by telephone, alongside written communication including emails, letters and text messages
• Delivering a consistently high level of customer service, even during complex or sensitive conversations
• Making business and customer oriented decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
• Identifying customers that show signs of vulnerability and working within the Group's framework to ensure appropriate support is provided
• Updating systems accurately reflect the conversation with the customer and actions taken
• Developing your overall performance based on feedback given regarding the quality of your call handling, case handling and effectiveness

Skills

Customer focus

Telephone conversations

Communication & empathy

Financial services exposure

Job description

OSB Group is seeking a Financial Support Consultant for a contact centre role handling a high volume of customer interactions across calls, emails, letters and texts. You will assess individual circumstances and agree tailored repayment arrangements to help clear arrears, while delivering excellent service.

35 hours per week with hybrid patterns (0800-1800) and part-time shifts available after training; full training provided and a supportive, inclusive environment.