Vulnerable Customer Consultant

OSB Group; Wolverhampton; On-site; GBP 27,000 - 32,000; Full time

Job summary

A financial support organization is seeking someone to join the Financial Support Team to assist vulnerable customers facing financial difficulties. This role involves tailored communication, using specialist tools, and providing a bespoke approach to customer service. The ideal candidate will have experience in collections, strong communication skills, and the ability to empathize with customer needs. The position offers a base salary between £27,500 - £31,500, along with additional family-focused benefits and 28 days of annual leave plus bank holidays.

Benefits

Enhanced family-focused benefits

Medical Cash Plan

28 days annual leave plus bank holidays

Qualifications

• Previous experience in a Collections role within Financial Services.
• Experience supporting vulnerable customers with varying needs.
• Strong verbal and written communication skills.

Responsibilities

• Support vulnerable customers with a bespoke approach.
• Communicate effectively using specialist tools.
• Build relationships to understand customer circumstances.

Skills

Experience in a Collections role

Supporting vulnerable customers

Strong communication skills

Empathy and resilience

Tools

TEXAS

CARERS

IDEA

CRISIS

BRUCE

Job description

Overview

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.

What you will be doing

In this role, you will have the opportunity to support Vulnerable Customers who require individually tailored solutions due to difficult personal circumstances. This involves communicating with Vulnerable Customers, understanding the impact and offering support when managing their mortgage account. This may include assisting with the completion of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, exploring forbearance options whilst providing excellent customer service for those in difficult financial circumstances.

Your responsibilities

• Supporting vulnerable customers by providing a bespoke approach
• Communicating effectively utilising specialist tools such as TEXAS, CARERS, IDEA, CRISIS and BRUCE
• Build a relationship with customers to understand their circumstances offering support through the group\'s forbearance toolkit within mandated controls
• Compiling relevant letters and communication in line with financial support processes for customers whilst ensuring they are tailored to the customer
• Ensuring that recorded keeping is line with regulatory requirements
• Responding to all enquiries, whether received by telephone or in writing, efficiently and in accordance with the Group\'s financial support, forbearance and vulnerable customer policies

What we’re looking for

• Previous experience in a Collections role within Financial Services
• Experience supporting vulnerable customers with varying needs
• Strong verbal and written communication skills
• Advanced skills in using empathy, resilience and discretion

Hours

The hours of work will be differing work patterns between 8am - 6pm.

What’s in it for you

• Base salary dependent on experience from £27,500 - £31,500 and a competitive benefits package including:
• Enhanced family-focused benefits
• Medical Cash Plan
• 28 days annual leave plus bank holidays