Vulnerable Mortgage Collections Consultant

OSB Group; West Midlands; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Annual discretionary bonus up to 15%

30 days annual leave

Pension 3%/5% with employer 6%/8%

Enhanced family benefits

2 days volunteering

Job summary

OSB Group is seeking a dedicated specialist to support vulnerable customers facing complex financial challenges with mortgages. You will assess circumstances, guide customers through forbearance options, and tailor support to individual needs while maintaining compassionate, compliant communication.

The role emphasizes delivering positive outcomes, working within a collaborative team, and adhering to the Inclusion and Vulnerability policy. 35-hour weeks across standard daytime shifts.

Qualifications

• Proven experience supporting vulnerable customers with a wide range of needs.
• Ability to communicate clearly across phone, email, and written correspondence.
• Excellent active listening to understand circumstances.
• Good decision-making skills and resilience under pressure.

Responsibilities

• Taking ownership of customer accounts including residential, buy-to-let and shared ownership and guiding customers through their journey.
• Communicating with customers by phone, letter or email.
• Supporting vulnerable customers by understanding their needs to ensure best outcomes.
• Provide a personalised approach for every customer whether they are up to date or in arrears.
• Making full use of the Group's forbearance toolkit to offer the most suitable options.
• Work alongside a friendly and supportive team with the desire to make a difference.
• Following the company's Group Customer Access, Inclusion and Vulnerability Policy to ensure each customer receives the right outcomes.

Skills

Vulnerable customers support

Empathy and sensitivity

Clear communication

Active listening

Decision making

Resilience under pressure

Job description

Our Specialist Financial Support Team is here to help our most vulnerable customers whenever they're experiencing financial difficulties. We're focused on delivering good outcomes for anyone facing challenges with their mortgage payments. We care deeply about doing the right thing and making sure we meet all our responsibilities.

What you will be doing:

In this role, you will have the chance to make a real difference to our customers facing particularly complex vulnerabilities such as mental health challenges, domestic, economic or financial abuse or reduced mental capacity. These customers often need individually tailored solutions, and your support can have a truly positive impact during difficult times.

You will take the time to understand each customers circumstances in detail so you can offer the right level of support as they manage their mortgage account. This could include helping them complete an income and expenditure forms, exploring their circumstances and looking into suitable forbearance options making thoughtful decisions to support their account recover or towards a possible exit solution.

Your responsibilities will include…

• Taking ownership of customer accounts including residential, buy-to-let and shared ownership and guiding customers through their journey
• Communicating with customers in the way that suits them best, whether that's by phone, letter or email.
• Supporting vulnerable customers by taking the time to understanding their needs to ensure best outcome
• Provide a personalised approach for every customer whether they are up to date or in arrears
• Making full use of the Group's forbearance toolkit to offer the most suitable options.
• Work alongside a friendly and supportive team with the desire to make a difference
• Following the company's Group Customer Access, Inclusion and Vulnerability Policy to ensure each customer receives the right outcomes

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

What's in it for you?

We offer a base salary dependent on experience from £27,500 - £31,500 and a competitive benefits package including:

• Annual discretionary bonus opportunity of up to 15%
• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Enhanced family-focused benefits
• 2 days volunteering to make a difference

About us:

OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment!

Do you have the skills?

We are looking for talented, resilient individuals who have the experience and knowledge set out below:

• Proven experience supporting vulnerable customers with a wide range of needs, including those facing complex personal, financial or emotional challenges, and providing thoughtful, tailored support to help them achieve the best possible outcomes.
• Understanding complex personal situations, showing care, patience and sensitivity.
• Proven ability to communicate clearly and compassionately across phone, email and written correspondence, adapting your style to suit each customer.
• Excellent active listening skills to understand a customer's circumstances so you can provide tailored, appropriate support.
• Good decision-making skills so you can confidently assess individual cases
• Resilience and calmness under pressure to manage emotional or sensitive conversations while remaining supportive, composed and professional.

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.

We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we're here to make sure you can show your best self.

We are proud to be a Disability Confident employer and are committed to creating an inclusive and accessible workplace where everyone can thrive.

We welcome applications from people of all backgrounds and encourage candidates with disabilities and long-term health conditions to apply.

Diversity, Equity & Inclusion

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we're happy to have a conversation about what flexibility might look like for you.

Not sure if you meet all the criteria? Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings. We're committed to creating an inclusive space where everyone feels empowered to apply - even if you don't check every box.

We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We’re proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all.