Financial Support Consultant - Wolverhampton

About the team:
The Financial Support team is a key department within OSB Group;
working with our customers to find the best outcome for their financial needs. Financial Support is an established department with a clear development and progression path. We are looking for enthusiastic and passionate individuals who enjoy exceeding customer expectations and developing their knowledge within the banking industry. As our Financial Support team are made up of various tiers, we are looking for talented individuals with customer service experience at entry level and with experience working within a Collections function. Entry level salary will be dependent on collections experience. OSB Group are a successful and growing company who are on an exciting journey with big plans for the future. If this sounds of interest, find out more about the role by reading below. Our philosophy:
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. To understand more, please follow:
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. What you will be doing:
In this role, you will be responsible for efficient and timely collections activity on a portfolio of mortgage accounts maintaining a pro-active collections strategy. This involves telephoning and discussing with customers queries and problems with the repayment of their mortgage loan.You will be responsible for tailoring a solution within our customer focused policy that optimises the outcome for the Group and for the customer. This career enhancing opportunity will allow you to us your strong communication skills and thrive in providing exceptional customer service. This is a challenging and highly rewarding role;
supporting our customers at their most vulnerable 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.Your responsibilities will include…Respond to all enquiries, whether received by telephone, in writing, efficiently and in accordance with the Group's Financial Support Policies.Utilise a suite of initiatives, successfully identify long term solutions that meet both the need of the customer and the business, seeking support and guidance where necessary.Ensure all solutions agreed with the customer are sustainable and take into consideration the customers personal circumstances.Adhere to our Call Model principles during all contact with the customer, displaying a continued improvement and ensuring an appropriate result for the customer and the business is achieved in all calls.Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF). Ensure all work is carried out in line with the applicable regulatory and legislative requirement. In return for your commitment:
Please use this link to see the fantastic benefits available at OSB:
Could you be the one?We are looking for talented individuals who have the experience and knowledge set out below:
Previous experience in a collections role or experience delivering excellent customer service within a Financial Services setting.Experience in working within a regulated environment.Comfortable speaking to customers on the phone and dealing with a high volume of calls.Strong verbal negotiation, communication, empathy and listening skills. What to do nextIf this sounds like you, please apply now! 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. 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. INDLP