At a Glance
- Tasks: Support customers facing financial difficulties by providing tailored solutions and outstanding service.
- Company: Join OSB Group, a passionate mortgage lender and retail savings bank.
- Benefits: Competitive salary, hybrid working, enhanced family benefits, and annual bonus opportunities.
- Other info: Flexible working hours with part-time options available.
- Why this job: Make a real difference in people's lives during their toughest times.
- Qualifications: Experience in customer-focused financial services and strong communication skills.
The predicted salary is between 26500 - 30000 € 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.
What you will be doing?
This is a contact centre based position where as Financial Support Consultant you will be liaising with customers over the phone, via email, via letter and utilising text messages. You will need to spend time reviewing their financial situation and understanding their individual circumstances. You will then work with our customers on a tailored solution to aid with the clearance of their arrears whilst delivering outstanding customer service.
Your responsibilities will include…
- Communicating effectively with customers to understand their financial situation, asking exploratory questions in order to agree suitable arrangements for repayment
- Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
- Ensuring a consistently high level of customer service
- Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
- Identifying customers that show signs of vulnerability and working within the Group’s framework to ensure suitable steps are taken
- Updating system notes to accurately reflect the conversation with the customer
- Developing 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. We also offer part time positions with shifts of 0800 – 1300 hours or 1300 – 1800 hours, please get in touch with us to learn more about our part time opportunities.
What's in it for you?
We offer a full time base salary dependent on experience of between £26,500 – £30,000 and a competitive benefits package including:
- Enhanced family-focused benefits
- Hybrid-working
- Annual bonus opportunity
About us
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!
Do you have the skills?
We are looking for talented individuals who have the experience and knowledge set out below:
- Previous work experience in a financial services or regulated environment in a customer focused arrears role
- Comfortable speaking to customers on the phone and dealing with a high volume of calls
- Strong verbal negotiation, communication, empathy and listening skills
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 – inclusive any individual reasonable support required. We want to bring out the best in you!
Diversity, Equity & Inclusion
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.
Financial Support Consultant in Maidstone employer: OneSavings Bank Plc
At OSB Group, we pride ourselves on being an excellent employer, offering a supportive and collaborative work environment for our Financial Support Consultants. With a strong focus on employee growth, we provide comprehensive training and a competitive benefits package, including enhanced family-focused benefits and hybrid working options. Our commitment to diversity and inclusion ensures that every team member feels valued and empowered to make a meaningful impact in helping customers navigate their financial challenges.
StudySmarter Expert Advice🤫
We think this is how you could land Financial Support Consultant in Maidstone
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on OSB Group. Understand their values and what they stand for, especially their commitment to customer service and inclusivity. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, it’s crucial to demonstrate your verbal negotiation and empathy skills. Try role-playing with a friend or family member to get comfortable with handling different customer scenarios.
✨Tip Number 3
Prepare for situational questions! Think about past experiences where you’ve had to deal with difficult customers or financial situations. Be ready to share how you approached these challenges and what the outcomes were. This will showcase your problem-solving abilities.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds. Plus, it shows you’re proactive!
We think you need these skills to ace Financial Support Consultant in Maidstone
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Financial Support Consultant. We want to see how you can bring your unique skills to help our customers in financial distress.
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, emphasise your verbal and written communication skills. Share examples of how you've effectively communicated with customers in previous roles, as this will resonate with us.
Highlight Empathy and Problem-Solving:Demonstrate your ability to empathise with customers and provide tailored solutions. We’re looking for candidates who can show they understand the importance of supporting customers during tough times.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process!
How to prepare for a job interview at OneSavings Bank Plc
✨Know Your Stuff
Before the interview, brush up on your knowledge of financial services and customer support. Understand common financial difficulties customers face and think about how you would approach these situations. This will help you demonstrate your expertise and show that you're genuinely interested in helping customers.
✨Practice Active Listening
During the interview, showcase your listening skills. Practice active listening by summarising what the interviewer says and asking clarifying questions. This not only shows your communication skills but also reflects your ability to understand and empathise with customers' situations.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview, where you might have to handle a mock customer call. Prepare by thinking through potential scenarios and how you would respond. Focus on demonstrating empathy, effective questioning, and problem-solving skills to find tailored solutions for customers.
✨Showcase Your Adaptability
Highlight your ability to adapt to different communication channels, whether it's phone calls, emails, or letters. Share examples from your past experiences where you successfully navigated various customer interactions. This will reassure the interviewers that you can handle the diverse demands of the role.
