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- Tasks: Support customers facing mortgage payment challenges and manage complex cases.
- Company: Join a diverse team dedicated to helping customers navigate financial difficulties.
- Benefits: Enjoy fantastic benefits, flexible working hours, and a commitment to diversity.
- Why this job: Make a real impact by helping vulnerable customers achieve positive financial outcomes.
- Qualifications: Experience in mortgage arrears support and coaching is essential.
- Other info: Personalized recruitment process ensures a conversational interview experience.
The predicted salary is between 36000 - 60000 £ per year.
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 journey
- Through effective questioning and listening skills, discuss with customers how and why their account is in arrears
- Identifying root causes and future barriers, always ensuring that dialogue is in keeping with the principals of the company\’s treating customers fairly principles
- Identifying and processing caseloads effectively
- Ensuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes
- Undertake all customer interactions in accordance with the Group\’s Financial Support Team policies and procedures
- Depending on your level of experience Acting as a coach and role model to support the development of less experienced team members within Financial Support
The 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:
Could you be the one?
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 arrears
- Demonstrated proficiency in undertaking complex financial support, litigation and receivership activities is advantageous
- Skilled in providing bespoke support to vulnerable customers
- Previous experience of providing effective one-to-one coaching to internal colleagues is highly desirable
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
Senior Mortgage Collections Specialist - Chatham employer: OSB
Contact Detail:
OSB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Mortgage Collections Specialist - Chatham
✨Tip Number 1
Familiarize yourself with the principles of treating customers fairly. This is crucial for the role, as you'll be expected to engage with vulnerable customers and ensure positive outcomes in every interaction.
✨Tip Number 2
Highlight your experience in managing complex financial cases during interviews. Be prepared to discuss specific examples where you've successfully supported customers in mortgage arrears.
✨Tip Number 3
Demonstrate your coaching skills by sharing instances where you've helped colleagues develop their abilities. This will show that you can contribute to the team's growth and support less experienced members.
✨Tip Number 4
Research the company's commitment to diversity and inclusion. Being knowledgeable about their initiatives can help you align your values with theirs and show that you're a good cultural fit.
We think you need these skills to ace Senior Mortgage Collections Specialist - Chatham
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description and understand the responsibilities and requirements of the Senior Mortgage Collections Specialist position. Tailor your application to highlight your relevant experience in providing financial support and managing mortgage arrears.
Highlight Relevant Experience: In your CV and cover letter, emphasize your proven track record in supporting customers with mortgage arrears. Provide specific examples of how you've successfully managed complex cases and delivered positive outcomes for vulnerable customers.
Showcase Your Skills: Demonstrate your proficiency in effective questioning and listening skills. Mention any experience you have in coaching or mentoring colleagues, as this is highly desirable for the role. Make sure to align your skills with the company's principles of treating customers fairly.
Personalize Your Application: Make your application stand out by personalizing it. Address the company’s commitment to diversity and inclusion, and express your alignment with their values. This shows that you are not only a fit for the role but also for the company culture.
How to prepare for a job interview at OSB
✨Show Your Empathy
In this role, you'll be dealing with customers who are experiencing financial difficulties. Make sure to demonstrate your understanding and empathy during the interview. Share examples of how you've supported vulnerable customers in the past.
✨Highlight Your Expertise
Be prepared to discuss your experience with mortgage arrears and complex financial support. Provide specific examples of cases you've managed and the outcomes you achieved, showcasing your ability to handle high-risk situations.
✨Demonstrate Effective Communication Skills
Since the role involves effective questioning and listening, practice articulating your thoughts clearly. You might be asked to role-play a customer interaction, so be ready to showcase your communication skills in a practical scenario.
✨Prepare for a Conversational Interview
The company values a two-way conversation during interviews. Prepare thoughtful questions about the team and their approach to customer support. This will show your genuine interest in the role and help you assess if it's the right fit for you.
