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: Full training provided, with flexible part-time options available.
- Why this job: Make a real difference in people's lives during their toughest financial moments.
- 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. Please note this role will begin as a 12 month fixed term contract with the potential to be made permanent.
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 following a six month training period.
- 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 Wolverhampton employer: OneSavings Bank
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 after training. Our commitment to diversity and inclusion ensures that every team member feels valued and empowered to make a meaningful impact in the lives of our customers during their most challenging times.
StudySmarter Expert Advice🤫
We think this is how you could land Financial Support Consultant in Wolverhampton
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into OSB Group's values and mission. This will help you connect your own experiences with what they stand for, showing that you're not just another candidate but someone who truly aligns with their goals.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your customer service skills and empathy, which are key for the Financial Support Consultant role.
✨Tip Number 3
Be ready to share real-life examples! Think of specific situations where you've helped customers in financial distress or resolved conflicts. This will show your potential employer that you have the hands-on experience they’re looking for.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Financial Support Consultant in Wolverhampton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in financial services and customer support. We want to see how your skills align with the role of a Financial Support Consultant, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, it’s crucial to demonstrate your strong verbal and written communication skills. Use clear and concise language in your application to reflect how you would communicate with our customers.
Highlight Empathy and Problem-Solving:We’re looking for individuals who can empathise with customers facing financial difficulties. Share examples in your application that illustrate your ability to understand and address customer needs effectively.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details about the fantastic benefits we offer!
How to prepare for a job interview at OneSavings Bank
✨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, focus on showcasing your listening skills. When asked questions, take a moment to fully understand them before responding. This not only reflects your ability to empathise with customers but also shows that you value clear communication, which is crucial for a Financial Support Consultant.
✨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 various scenarios you might encounter, such as negotiating repayment plans or addressing customer concerns. Practising these interactions can help you feel more confident and articulate during the actual interview.
✨Show Your Passion for Customer Service
Make sure to convey your passion for delivering excellent customer service. Share examples from your past experiences where you went above and beyond to help a customer. This will highlight your commitment to achieving positive outcomes for customers, which aligns perfectly with the values of the Financial Support Team.
