Vulnerable Customer Consultant (Tier 2)

Onesavings Bank Plc; Coven Heath; On-site; GBP 30,000 - 32,000; Full time

Job summary

A financial institution in the United Kingdom, focused on assisting vulnerable customers, is seeking a specialist for the Financial Support Team. You'll support customers experiencing financial difficulties, ensuring compliance with regulations while providing tailored services to meet their unique needs. This role requires strong communication skills and experience in dealing with vulnerable individuals. A base salary from £30,000 to £31,500 with competitive benefits is offered.

Benefits

Enhanced family-focused benefits

Medical Cash Plan

28 days annual leave plus bank holidays

Qualifications

• Experience supporting vulnerable customers with varying needs.
• Ability to communicate effectively with vulnerable customers.
• Skills in using empathy and discretion.

Responsibilities

• Work within the company's Vulnerable Customer policy.
• Identify and support vulnerable or disabled customers.
• Provide tailored support to customers in difficult financial circumstances.
• Utilise forbearance toolkit to assist customers.
• Take over difficult calls from colleagues.

Skills

Experience in a vulnerable customer specialist role

Strong verbal and written communication skills

Empathy

Resilience

Discretion

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. 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.

Responsibilities

• Work within the company's Vulnerable Customer policy focussing on appropriate customer outcomes.
• Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF).
• To identify, recognise and support vulnerable or disabled customers and provide a bespoke tailored approach to all customers whether in arrears or up to date.
• Support vulnerable customers by understanding and identifying customers' needs to ensure best outcome for their individual circumstances.
• Utilise the Group's forbearance toolkit to its fullest extent when dealing with vulnerable customers.
• Provide support to colleagues who seek advice or help regarding vulnerable customers.
• Take over difficult calls from colleagues when needed and provide a no barrier point of contact for vulnerable customers.
• Utilise specialist Tools including TEXAS, CARERS, IDEA, CRISIS, BRUCE and others to obtain the best possible outcome for vulnerable customers.

Hours: 35 hours per week with differing working patterns between 0800 - 1800 hours.

Qualifications

• Experience in a vulnerable customer specialist role is essential.
• Experience supporting vulnerable customers with varying needs.
• Strong verbal and written communication skills.
• Advanced skills in using empathy, resilience and discretion.

Salary and Benefits

We offer a base salary dependent on experience from £30,000 - £31,500 and a competitive benefits package including:

• Enhanced family-focused benefits
• Medical Cash Plan
• 28 days annual leave plus bank holidays

OSB Careers At OSB Group, we understand how much our people bring to our organization, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'. Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.