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.

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 will include…

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

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

We offer a base salary dependent on experience from £29,500 - £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
• Hybrid-working following completion of training and sign off

Please use this link to see the fantastic benefits available at OSB: OSB Careers

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!

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

• 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.

Next steps:

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

Still on the fence? Hear from our team or explore our process: OSB Careers

Shortlisted candidates will go through a personalised recruitment process, that 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.

If you meet the minimum criteria for the role and would like to be considered under our Disability Confident Scheme, please indicate this on your application.

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 the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.