The Mortgage Servicing team process customer service-related tasks for the lending brands within OSB Group.

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 OSBIndia.

Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment.  Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work.  This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme. 

In this role, you will have the opportunity to deliver exceptional customer service, getting it right first time and keeping the customer journey at the heart of every task. You will facilitate and progress post contract mortgage variations in line with the group operating procedures, mandates and lending policy and be responsible for processing all securities related post tasks, ensuring the customer journey is at the heart of all you do.

THIS VACANCY IS AVAILABLE ON A PART TIME OR FULL TIME BASIS FOR A PERIOD OF 12 MONTHS.

Your responsibilities will include…

• Approving Securities requests in line with the Servicing and Collections Mandate. This will be based on sound judgement and evidence of understanding of core Servicing policy and decisions. Ensuring that all requests have robust audit trails and customer and internal teams are aware of status and progress of requests.
• Communicating by telephone and in writing with customers, solicitors, or any third parties in an effective manner, handling objections and responding to complaints where necessary.
• Identifying any potential fraudulent activity or breaches to contract and escalate any concerns to the appropriate person immediately.
• Assessing allocated workload within assigned mandate level and within agreed service levels and lending policy. Request further information where required and verify this upon receipt in order to make the final decision.
• Interpreting customer issues and analysing existing policies and procedures to determine a suitable resolution, ensuring the banks risk position is protected at all times.
• Protecting the Bank from risk exposure by ensuring all charges are registered correctly at the Land Registry, ensuring continual oversight and high attention to detail.

We offer a base salary dependent on experience of between £15,300 and £16,500 for 21 hours per week and £25,5000-£27,500 for full time, alongside a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as, employee perk portals and save as you earn scheme.
• Prioritising your well-being! 

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

• Previous experience of working within a mortgage securities environment would be an advantage.
• Strong attention to detail is essential.
• Verbal and written communication skills are essential. 

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.

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.

If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!

OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally.  We embrace equal opportunities and are opposed to discrimination on any grounds.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress. 

Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5.  Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.