Mortgage Collections Consultant

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

Benefits offered by this job

Bonus up to 15%

30 days annual leave

Pension with employer contributions

Enhanced family-focused benefits

Hybrid-working

Job summary

OSB Group is seeking a Financial Support Consultant to help customers in financial difficulty with fair, tailored outcomes and compliant processing.

You will handle calls across multiple channels, assess each customer’s circumstances, and agree sustainable repayment plans while upholding excellent service standards.

Qualifications

• Experience in a customer-focused role within a contact centre or high call volume environment.
• Confidence handling telephone conversations, including sensitive or complex situations.
• Strong communication, empathy, listening and negotiation skills.

Responsibilities

• Speaking with customers to understand their financial situation and agree appropriate repayment arrangements.
• Managing a high volume of interactions, primarily by telephone, plus emails, letters and texts.
• Delivering high levels of customer service during complex or sensitive conversations.
• Making decisions on next steps while ensuring good customer outcomes.
• Identifying vulnerable customers and providing appropriate support.
• Updating systems to reflect conversations and actions taken.
• Developing performance based on feedback on call handling and case management.

Skills

Customer focus

Contact centre experience

Telephone communication

Negotiation

Empathy

Job description

The Financial Support Team is a versatile, customer‑focused function dedicated to supporting customers when they are experiencing financial difficulties.

We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments, ensuring each customer is treated fairly and with empathy. We have a strong passion for doing the right thing for customers, working collaboratively as a team, and ensuring we fulfil all regulatory and ethical obligations.

What you will be doing:

This is a contact centre based position where, as Financial Support Consultant you will liaise with customers using a range of communication channels, predominately telephone calls, but also email, letters and text messages.

You will spend time understanding each customers individual circumstances by asking the right questions and reviewing their financial situation. You will then use this information to work with our customers to agree tailored and sustainable solutions to aid with the clearance of their arrears whilst delivering outstanding customer service.

Your responsibilities will include…

• 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 orientated 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

This is a challenging and highly rewarding role, supporting our customers during difficult periods and helping them reach 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.

The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours.

We also offer part time positions with shifts of 0800 - 1300 hours or 1300 - 1800 hours, please get in touch with us to learn more about our part time opportunities.

What's in it for you:

We offer a full-time base salary dependent on experience of between £26,500 - £30,000 and a competitive benefits package including:

• Annual discretionary bonus opportunity of up to 15%
• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Enhanced family-focused benefits
• Hybrid-working

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?

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

• Experience working in a customer-focused role, within a contact centre or a 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

We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we're here to make sure you can show your best self.

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.

If you meet the minimum criteria for the role and would like to be considered under our Disability Confident Scheme, please indicate this on your application.

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 all the criteria? Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings. We're committed to creating an inclusive space where everyone feels empowered to apply - even if you don't check every box.

We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We're proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all."