Job Requirements/Description
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. Before you read on, we'd like you to know that we're committed to diversity and hope that our employee base reflects the diverse nature of our society. Our recruitment process can include telephone calls, virtual meetings via Webex and face to face meetings in one of our offices. If you apply for one of our roles, we will be sure to ask you if you require any support with any of these stages. 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. Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding in order to agree suitable arrangements for repaymentUsing a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and lettersEnsuring a consistently high level of customer service through all communication methods, using appropriate tools and methods availableMaking business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journeyIdentifying customers that show signs of vulnerability and working within the Group's framework to ensure suitable steps are takenUpdating system notes to accurately reflect the conversation with the customerDeveloping 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 on a hybrid basis. Previous work experience in a financial support or collections role relating to mortgage productsDetailed knowledge of mortgage productsExperience communicating with customers via all communication channelsGCSE's in Maths and English What to do nextIf this sounds like you, please apply now! OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. 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.