Mortgage Collections Consultant - Wolverhampton

OSB; Wolverhampton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Mortgage Collections Consultant, where you will play a vital role in supporting customers facing financial challenges. This position allows you to use your strong communication and negotiation skills to develop tailored repayment solutions, ensuring a positive impact on customers' lives. With a commitment to diversity and inclusion, the organization provides a supportive environment and comprehensive training. You will work within a hybrid schedule, balancing remote and on-site interactions, all while enjoying a competitive salary and benefits package. If you are passionate about helping others and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

Enhanced family-focused benefits

Hybrid working

Annual bonus opportunity

Qualifications

• Experience in financial support or arrears roles within Financial Services.
• Strong negotiation, communication, empathy, and listening skills.

Responsibilities

• Communicating effectively to understand customers' financial circumstances.
• Negotiating suitable repayment plans and providing high-quality customer service.
• Identifying vulnerable customers and supporting them appropriately.

Skills

Financial Support Experience

Negotiation Skills

Communication Skills

Empathy

Listening Skills

Job description

Mortgage Collections Consultant - Wolverhampton

About the team: The Financial Support Team is dedicated to assisting customers facing financial difficulties. We focus on providing tailored outcomes for those struggling with mortgage payments, with a commitment to doing the right thing and fulfilling all obligations.

Our philosophy: We are committed to diversity and aim for our employee base to reflect society's diversity. Learn more at: https://www.osb.co.uk/careers/overview/. Our recruitment process may include telephone calls, virtual meetings via Webex, and face-to-face interviews. We will support you through each stage if needed.

What you will be doing: As a Financial Support Consultant, you will communicate with customers via phone, email, letters, or text messages. Your role involves reviewing their financial situations and working with them to develop tailored solutions to clear arrears. Your responsibilities include:

1. Communicating effectively to understand customers' financial circumstances and negotiate suitable repayment plans.
2. Using various communication channels to ensure timely interactions, primarily via telephone, but also through email and letters.
3. Providing high-quality customer service across all communication methods.
4. Making informed decisions to ensure good customer outcomes.
5. Identifying vulnerable customers and following the Group’s framework to support them appropriately.
6. Updating system notes accurately to reflect conversations.
7. Developing your performance based on feedback from the Quality Assurance team regarding call and case handling.

This role is challenging yet rewarding, supporting customers during difficult times to find the best financial solutions.

Training and hours: Full training will be provided. The role involves 35 hours per week within a hybrid schedule (0800 - 1800 hours).

What’s in it for you? We offer a base salary starting at £25,000, along with a competitive benefits package including:

• Enhanced family-focused benefits
• Hybrid working
• Annual bonus opportunity

More details about benefits can be found at: OSB Careers.

Could you be the one? We seek talented individuals with:

• Experience in financial support or arrears roles within Financial Services
• Comfort with high-volume phone communication
• Strong negotiation, communication, empathy, and listening skills

Next steps: If interested, apply now! Shortlisted candidates will undergo a personalized interview process. We aim for interviews to be relevant and conversational.

OSB Group champions diversity and equal opportunity. We support the Women in Finance Charter and promote inclusion at all levels. Applicants must have the right to work in the UK and be willing to undergo pre-employment screening.

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