Vulnerable Customer Coach

TN United Kingdom; Wolverhampton; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

An established industry player is looking for a Vulnerable Customer Coach to enhance support for mortgage customers facing challenges. In this pivotal role, you will train team members to identify vulnerabilities and maintain a customer-centric approach. With a focus on empathy and communication, you will develop tailored solutions and conduct workshops to improve understanding of customer needs. This role offers a competitive salary and a range of benefits, including a discretionary bonus and flexible working arrangements, making it an exciting opportunity for those passionate about making a difference in financial services.

Benefits

Discretionary bonus up to 15%

28 days annual leave plus bank holidays

Private Medical Insurance

Medical Cash Plan

Maternity & Adoption Leave with full pay

Paternity Leave – 4 weeks paid

Hybrid working

Cycle purchase scheme

Technology schemes

Season ticket loans

Qualifications

• Experience dealing with vulnerable customers.
• Experience in collections or arrears within Financial Services.

Responsibilities

• Conduct coaching sessions to improve understanding of vulnerability.
• Develop and deliver workshops on vulnerability.
• Provide feedback to enhance the customer journey.

Skills

Coaching Skills

Empathy

Communication Skills

Understanding of Mortgage Collections

Job description

Job Description:

About the team

The Financial Support Team (formerly known as Collections and Recoveries) assists borrowers facing financial difficulties by preventing their mortgages from falling into arrears, exploring options to address arrears, and achieving positive customer outcomes.

We are seeking a Vulnerable Customer Coach to support customers identified as vulnerable, developing tailored solutions based on individual circumstances.

About Us

The OSB Group is a FTSE 250 mortgage lender focusing on specific market segments, supported by retail savings franchises and securitisation platforms. Our cost-efficient model is backed by our subsidiary OSBIndia. We value diversity and inclusion, supporting initiatives like the Women in Finance Charter and Women in Leadership.

What you will be doing

As a Vulnerable Customer Coach, your main responsibility is to train team members in identifying and managing vulnerabilities among mortgage customers, ensuring regulatory compliance, and maintaining a customer-centric approach. You should have a deep understanding of mortgage collections, empathy, and strong communication skills.

Your responsibilities include:

1. Conducting coaching sessions to improve understanding of vulnerability and communication skills.
2. Developing and delivering workshops on vulnerability.
3. Providing feedback to enhance the customer journey.
4. Keeping up-to-date with industry regulations and best practices related to vulnerability.
5. Collaborating with colleagues to ensure appropriate support is provided to customers, with occasional travel to other sites.

In return for your commitment

We offer a salary between £32,000 - £34,000, plus benefits including:

• Discretionary bonus up to 15%
• 28 days annual leave plus bank holidays
• Private Medical Insurance and Medical Cash Plan
• Maternity & Adoption Leave with full pay for 13 weeks, then 50% for the next 13 weeks
• Paternity Leave – 4 weeks paid within 8 weeks of childbirth
• Additional benefits such as hybrid working, cycle purchase, technology schemes, season ticket loans, and more.

Could you be the one?

We seek individuals with:

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

We support your career growth and personal development.

What to do next

If interested, please apply now! For internal applications, visit our careers page. For a confidential chat, contact us via the details on our careers page.

Our recruitment process is personalized and conversational. We are committed to diversity and equal opportunities, supporting flexible working arrangements to promote work-life balance.

Applicants must have the right to work in the UK and consent to pre-employment screening.