Mortgage Collections Consultant - Chatham

About the team:
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. 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, we are looking for a secured collections expert. You will have the opportunity to use your expertise to provide specialist financial support to customers experiencing financial difficulties regarding mortgage repayments and arrears. You will manage a portfolio of complex and high-risk cases, delivering a first-class level of service. This includes fully supporting the needs of vulnerable customers and enabling the progression of appropriate repayment plans to minimise the risk of long-term mortgage arrears, all whilst ensuring positive customer outcomes in every interaction. Your responsibilities will include … Effectively undertaking all aspects of providing financial support in terms of the end-to-end arrears management journeyThrough effective questioning and listening skills, discuss with customers how and why their account is in arrearsIdentifying root causes and future barriers, always ensuring that dialogue is in keeping with the principals of the company's treating customers fairly principlesIdentifying and processing caseloads effectivelyEnsuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomesUndertake all customer interactions in accordance with the Group's Financial Support Team policies and proceduresDepending on your level of experience Acting as a coach and role model to support the development of less experienced team members within Financial SupportThe hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours In return for your commitment:
Please use this link to see the fantastic benefits available at OSB:
We are looking for talented individuals who have the experience and knowledge set out below:
Proven track record in providing support to customers experiencing mortgage arrearsDemonstrated proficiency in undertaking complex financial support, litigation and receivership activities is advantageousSkilled in providing bespoke support to vulnerable customersPrevious experience of providing effective one-to-one coaching to internal colleagues is highly desirable 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. What to do next If 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#LI-HYBRID