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.

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 work with our customers who are experiencing financial difficulties to discuss and arrange suitable repayment options for the timely collection of their mortgage arrears.

This is a contact centre based position where you will be telephoning and interviewing customers to complete income and expenditure forms. You will investigate and monitor mortgage interest/benefit agency payments, arrange payment schedules and agree arrangements for the clearance of arrears.

The strategy will differ depending on the customer, a tailored plan will need to be created with flexibility as the engagement with the customer continues.

Your responsibilities will include…

• Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding in order to agree suitable arrangements for repayment
• Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
• Ensuring a consistently high level of customer service through all communication methods, using appropriate tools and methods available
• Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
• Identifying customers that show signs of vulnerability and working within the Group’s framework to ensure suitable steps are taken
• Updating system notes to accurately reflect the conversation with the customer
• Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness

This is a challenging and highly rewarding role; supporting our customers at their most difficult times to find the best outcome to support their financial needs. 

You will be provided with full training on how to deal with various types of queries, and how to ask the right questions to negotiate and work with the customer to find a suitable solution.

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

We offer a base salary dependent on experience between £24000 - £28000 and 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, Cycle Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals and Save as you Earn scheme.
• Prioritising your well-being!

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

• Previous experience in a financial support or arrears role within a Financial Services setting
• Comfortable speaking to customers on the phone and dealing with a high volume of calls
• Strong verbal negotiation, communication, empathy and listening skills

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 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.