Senior Financial Support Specialist

OSB Group; Chatham; Hybrid; GBP 37,000 - 40,000; Full time

Job summary

A leading specialist mortgage lender in the United Kingdom is looking for a Senior Financial Support Specialist. This role involves managing customer accounts facing financial difficulties, offering tailored solutions for mortgage arrears. The ideal candidate has experience in complex financial support and understands regulations surrounding customer vulnerability. The position offers a competitive salary and a variety of employee benefits in a hybrid work environment.

Benefits

Discretionary annual bonus up to 15%

28 days annual leave plus bank holidays

Contributory pension

Private medical insurance

Cycle purchase scheme

Qualifications

• Previous experience in mortgage arrears support is essential.
• Experience in complex financial support and litigation is essential.
• Bespoke support for vulnerable customers is essential.

Responsibilities

• Manage the end-to-end arrears management journey.
• Discuss account arrears with customers and identify solutions.
• Ensure compliance with regulations while achieving fair outcomes.

Skills

Financial support expertise

Customer service

Coaching

Regulations understanding

Job description

Hybrid work in Chatham ME | United Kingdom

Job Description:

Senior Financial Support Specialist from the Company OSB Group, this latest job vacancy is located in the city Hybrid work in Chatham ME located in the country United Kingdom. This latest job opening is open to job seekers who have the latest education / graduate GCSE.

Job Responsibility:

About the team: The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.

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: We are looking for secured collections experts who will have a real opportunity to make a difference. We will be looking to you to bring your knowledge to navigate solutions to portfolios of complex and high risk collections cases, across the entire collections journey.

You must be able to produce first class service, good outcomes and be a role model across the whole team. Through your knowledge, tenacity and skill you will be able to tackle all collections scenarios, minimise the risk of long-term mortgage arrears and deliver good customer outcomes on every interaction.

Your responsibilities will include:

• Effectively undertaking all aspects of providing financial support in terms of the end to end arrears management journey
• Discussing with customers how and why their account is in arrears, identifying root causes and future barriers so that you come to tailored arrangements
• Identifying and processing caseloads effectively
• Utilising all tools at your disposal to make contact with customers
• Ensuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes
• Acting as a coach and role model to support the development of less experienced team members within Financial Support

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

In return for your commitment: We offer a base salary dependent on experience of between £37,000 - £40,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 15%
• 28 days 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
• 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 of providing support to customers experiencing mortgage arrears or repayment challenges is essential.
• Previous experience of undertaking complex financial support, litigation and receivership activities is essential
• Previous experience of providing bespoke support to vulnerable customers is essential
• Previous experience of providing effective one-to-one coaching to internal colleagues is highly desirable

Specialist understanding of:

• Regulations and regulator expectations regarding customer vulnerability
• FCA Consumer Duty
• Residential, Buy to Let and Specialist secured lending

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.

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.

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.

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.