Vulnerable Customer Coach

TN United Kingdom; Chatham; On-site; GBP 32,000 - 34,000; Full time

Job summary

An established industry player is seeking a Vulnerable Customer Coach to join their Financial Support Team. This role focuses on supporting customers identified as vulnerable, ensuring they receive tailored assistance in managing their mortgage challenges. You will coach team members on identifying vulnerabilities and improving communication skills, all while maintaining a customer-centric approach. With a competitive salary and a comprehensive benefits package, this position offers a unique opportunity to make a meaningful impact in the lives of customers. If you're passionate about helping others and have a knack for coaching, this could be the perfect role for you.

Benefits

Discretionary annual bonus

28 days annual leave

Contributory pension

Life Assurance

Private Medical Insurance

Hybrid working

Cycle purchase scheme

Technology purchase scheme

Season ticket loan

Employee perks

Qualifications

• Experience in dealing with vulnerable customers.
• Strong coaching and mentoring skills.

Responsibilities

• Conduct coaching sessions to enhance understanding of vulnerability.
• Develop and deliver workshops on vulnerability.

Skills

Dealing with vulnerable customers

Coaching and mentoring

Collections experience

Job description

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The Financial Support Team (previously known as Collections and Recoveries) helps borrowers in financial difficulties, to prevent their Mortgage from falling into arrears or exploring options to help customers address their arrears and reach a good customer outcome.

As a growing organisation, we are always looking for innovative and talented team members. We are now seeking a Vulnerable Customer Coach to join us. This role specializes in providing support to customers identified as vulnerable and assists in developing manageable solutions based on individual circumstances.

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, OSB India.

We are passionate about our products, customers, and people. We are committed to building a collaborative, engaging environment and to promoting Diversity, Equity, and Inclusion. Our initiatives include Employee Engagement Networks, the Women in Finance Charter, and the Women in Leadership Programme.

What You Will Be Doing

As a coach specializing in vulnerability within the Financial Support Department, your primary responsibility is to coach team members in effectively identifying and managing vulnerabilities among mortgage customers. You will play a crucial role in ensuring regulatory compliance, maintaining a customer-centric approach, and providing appropriate support to customers facing financial difficulties. This role requires a deep understanding of mortgage collections processes, empathy, and effective communication skills.

Your responsibilities include:

1. Conducting regular coaching sessions to enhance understanding of vulnerability and improve communication and problem-solving skills.
2. Developing and delivering workshops on vulnerability.
3. Providing feedback to colleagues to improve the vulnerable customer journey.
4. Staying updated with industry regulations, guidelines, and best practices related to vulnerability in mortgage collections.
5. Collaborating with colleagues to ensure customers receive tailored assistance using a range of options.

Occasional travel to other sites will be required.

In Return for Your Commitment

We offer a base salary dependent on experience of between £32,000 and £34,000, along with 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) and Group Income Protection
• Private Medical Insurance and Medical Cash Plan
• Maternity & Adoption Leave with occupational pay at 100% for 13 weeks and 50% for the following 13 weeks
• Paternity Leave – 4 weeks paid within 8 weeks of childbirth
• Additional benefits such as hybrid working, cycle purchase scheme, technology purchase scheme, season ticket loan, holiday purchase/sell schemes, employee perks, payroll giving, and Save as You Earn scheme.

Could You Be the One?

We seek talented individuals with the following experience and skills:

• Experience dealing with vulnerable customers.
• Experience in collections or arrears roles within Financial Services.
• Strong coaching and mentoring skills.

We believe career development is as unique as your personality. We support our people to become their best selves.

What to Do Next

If this role interests you, please apply now! Internal candidates can apply via the internal careers page. For an informal, confidential chat, contact details are on our careers page.

If shortlisted, our recruitment process is personalized, relevant, and conversational to bring out the best in you!

OSB Group is committed to diversity and equal opportunity. We promote inclusion at all levels, with Diversity Champions at Board level providing regular updates on progress.

While we value face-to-face interaction, we also recognize the importance of flexible working to support work-life balance. Please inquire about flexibility options for suitable roles.

All applicants must have the right to work in the UK and be willing to undergo pre-employment screening.