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- Tasks: Support commercial customers facing financial difficulties and provide tailored solutions.
- Company: Join OSB Group, a passionate mortgage lender and retail savings bank.
- Benefits: Competitive salary, hybrid working, enhanced family benefits, and annual bonus opportunities.
- Why this job: Make a real difference in customers' lives during their toughest times.
- Qualifications: Experience in mortgage arrears or financial support roles with strong communication skills.
- Other info: Collaborative environment with a focus on diversity and inclusion.
The predicted salary is between 28000 - 30000 £ per year.
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.
In this position as an experienced Financial Support Consultant you will be liaising with our commercial 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 commercial 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 for our commercial customers.
- Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey.
- Amending mortgage accounts as necessary and identifying accounts to be considered for litigation.
- Identifying customers that show signs of vulnerability and working within the Group's framework to ensure suitable steps are taken.
- 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 commercial customers at their most difficult times to find the best outcome to support their financial needs. The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours.
We offer a full time base salary dependent on experience of between £28,000 - £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!
We are looking for talented individuals who have the experience and knowledge set out below:
- Previous work experience in a mortgage arrears or financial support role.
- Detailed knowledge of technical aspects of arrears management.
- Comfortable speaking to customers on the phone and dealing with a high volume of calls.
- Strong verbal negotiation, communication, empathy and listening skills.
Interested? Apply now! We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, we're here to make sure you can show your best self.
Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we're happy to have a conversation about what flexibility might look like for you.
We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. We're proud to be signatories of the Women in Finance Charter, supporting the growth of senior women in our sector. Our commitment extends to treating all employees and applicants equitably, ensuring fairness and respect for all.
Mortgage Collections Consultant - Commercial in Chatham employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Collections Consultant - Commercial in Chatham
✨Tip Number 1
Get to know the company before your interview! Research OSB Group's values and mission. This way, you can show how your passion for customer support aligns with their goals during your chat.
✨Tip Number 2
Practice your communication skills! Since you'll be liaising with customers over the phone, role-play some scenarios with a friend. This will help you feel more confident and ready to tackle those tricky conversations.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows you're genuinely interested in the role and helps you understand how you can best support customers in financial difficulties.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to explore all the fantastic benefits we offer at OSB Group.
We think you need these skills to ace Mortgage Collections Consultant - Commercial in Chatham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in mortgage arrears or financial support. We want to see how your skills align with what we do, 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’d communicate with our customers.
Highlight Empathy and Problem-Solving: We’re passionate about delivering tailored solutions for our customers. Share examples in your application that showcase your ability to empathise with clients and find effective resolutions to their financial difficulties.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at OSB Group
✨Know Your Stuff
Before the interview, brush up on your knowledge of mortgage arrears and financial support. Understand the key concepts and terminology so you can speak confidently about them. This will show that you're serious about the role and ready to tackle the challenges that come with it.
✨Practice Active Listening
In this role, you'll need to communicate effectively with customers who may be in distress. Practice active listening techniques before your interview. This means really focusing on what the interviewer is saying and responding thoughtfully. It’ll help you demonstrate your empathy and understanding during the conversation.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations with customers. Think of examples from your past experience where you've successfully navigated difficult conversations or found tailored solutions for clients. This will showcase your problem-solving skills and customer service orientation.
✨Show Your Passion for Customer Care
The company values doing the right thing for customers, so make sure to convey your passion for helping others. Share stories that highlight your commitment to outstanding customer service and how you’ve made a positive impact in previous roles. This will resonate well with the interviewers.
