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- Tasks: Support customers facing mortgage difficulties and manage complex cases with care.
- Company: Join OSB Group, a forward-thinking bank focused on customer well-being.
- Benefits: Competitive salary, hybrid working, enhanced family benefits, and annual bonuses.
- Why this job: Make a real difference in people's lives while developing your career in finance.
- Qualifications: Experience in mortgage arrears support and strong communication skills.
- Other info: Inclusive workplace committed to diversity and professional growth.
The predicted salary is between 36000 - 40000 £ per year.
Join to apply for the Senior Mortgage Collections Specialist role at OSB Group.
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: As Senior Mortgage Collections/Financial Support Specialist, you will be an expert in secure collections, who 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 principles 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.
- 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.
What's in it for you: We offer a base salary dependent on experience of between £36,000 - £40,000 and a competitive benefits package including enhanced family-focused benefits, hybrid-working, and an annual bonus opportunity.
About us: At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'. Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.
Do you have the skills: 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.
Next steps: Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process: OSB Careers. 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.
Diversity, Equity & Inclusion: Not sure if you meet all the criteria? Let us decide. Studies show that candidates from underrepresented backgrounds often feel they need to meet 100% of the criteria before applying. At OSB, we value the unique perspectives and experiences that diversity brings. We're committed to creating an inclusive space where everyone feels empowered to apply - even if you don't check every box. 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.
Location: Chatham, England, United Kingdom
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Customer Service
Industries: Banking
Senior Mortgage Collections Specialist in Chatham employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Mortgage Collections Specialist in Chatham
✨Tip Number 1
Network like a pro! Reach out to your connections in the banking and financial services sector. Let them know you're on the lookout for opportunities, especially roles like the Senior Mortgage Collections Specialist. You never know who might have the inside scoop on openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to mortgage collections and customer support. Think about how you can showcase your experience with vulnerable customers and complex cases. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Don’t forget to research OSB Group! Familiarise yourself with their values and mission. When you apply through our website, tailor your application to reflect how your skills align with our commitment to supporting customers in financial difficulties.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in the minds of the hiring team. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Senior Mortgage Collections Specialist position!
We think you need these skills to ace Senior Mortgage Collections Specialist in Chatham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Mortgage Collections Specialist role. Highlight your experience in managing mortgage arrears and providing financial support, as this will show us you understand what we're looking for.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers in financial difficulty and how your skills align with our mission at OSB Group. Keep it conversational and genuine.
Showcase Relevant Experience: When filling out your application, be sure to showcase any relevant experience you have in complex financial support or coaching. We want to see how you've made a difference in previous roles, especially with vulnerable customers.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at OSB Group
✨Know Your Stuff
Make sure you brush up on your knowledge of mortgage collections and financial support. Understand the key principles of treating customers fairly, as this will be crucial in your role. Familiarise yourself with common challenges customers face and how to address them effectively.
✨Show Empathy
As a Senior Mortgage Collections Specialist, you'll be dealing with vulnerable customers. Practice demonstrating empathy during your interview. Use examples from your past experiences where you've successfully supported customers in distress, highlighting your ability to listen and provide tailored solutions.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about complex cases you've managed before and how you approached them. Be ready to discuss how you identified root causes and implemented effective repayment plans while ensuring positive outcomes.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, the types of cases you might handle, or how the company supports professional development. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
