Mortgage Collections Specialist - Empathy-Driven Solutions

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

Employer pension contributions 6%/8%

Hybrid-working

Job summary

OSB Group is seeking a Financial Support Consultant to join our contact centre team, helping customers in financial difficulty with mortgage arrears and fair outcomes. You will handle mainly telephone interactions, plus email and letters, to understand each customer’s situation and tailor sustainable solutions.

The role offers 35 hours per week with patterns from 0800–1800, plus part-time options. After training, hybrid working is available and a competitive package includes a discretionary

Qualifications

• Experience in a customer-focused role, within a contact centre or high-volume environment.
• Strong communication, empathy, listening and negotiation skills.
• Experience in financial services or regulated environments is desirable.

Responsibilities

• Speak with customers to understand financial situations and agree repayment arrangements.
• Manage high volumes of interactions primarily by phone, with emails and letters as needed.
• Deliver high levels of service, even in complex or sensitive conversations.
• Make decisions to ensure fair outcomes and suitable next steps for customers.
• Identify vulnerability signs and provide appropriate support within group guidelines.
• Update systems accurately reflecting conversations and actions taken.
• Grow performance based on feedback on call handling and case management.

Skills

Customer service

Telephone handling

Empathy

Negotiation

Financial services experience

Job description

OSB Group is seeking a Financial Support Consultant to join our contact centre team, helping customers in financial difficulty with mortgage arrears and fair outcomes. You will handle mainly telephone interactions, plus email and letters, to understand each customer’s situation and tailor sustainable solutions.

The role offers 35 hours per week with patterns from 0800–1800, plus part-time options. After training, hybrid working is available and a competitive package includes a discretionary