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For Companies At a Glance
- Tasks: Help customers navigate financial difficulties through tailored support and outstanding service.
- Company: OSB Group is a specialist mortgage lender and retail savings bank focused on people and collaboration.
- Benefits: Enjoy hybrid working, enhanced family benefits, and an annual bonus opportunity.
- Why this job: Make a real impact by supporting customers during tough times in a rewarding environment.
- Qualifications: Experience in financial services or customer-focused roles with strong communication skills required.
- Other info: Flexible working hours available, including part-time options.
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.
About Us
This is a contact centre based position where 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.
What you will be doing
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.
In return for your commitment, 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!
Could you be the one?
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.
What to do next
If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.
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 employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Support Consultant
✨Tip Number 1
Familiarise yourself with common financial difficulties that customers face, especially regarding mortgage payments. Understanding these issues will help you empathise with customers and provide tailored solutions during your conversations.
✨Tip Number 2
Practice your communication skills, particularly over the phone. Role-playing scenarios with friends or family can help you become more comfortable in handling difficult conversations and negotiating suitable repayment arrangements.
✨Tip Number 3
Research the company’s values and customer service philosophy. Being able to align your approach with their commitment to delivering good outcomes for customers will demonstrate your fit for the role during interviews.
✨Tip Number 4
Prepare to discuss your previous experience in customer-focused roles, especially in financial services. Highlight specific examples where you successfully supported customers through challenging situations, showcasing your empathy and problem-solving skills.
We think you need these skills to ace Financial Support Consultant
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Financial Support Consultant. Familiarise yourself with the skills required, such as effective communication and empathy, as well as the importance of delivering tailored solutions for customers in financial distress.
Tailor Your CV: Highlight your relevant experience in financial services or customer-focused roles. Emphasise your skills in negotiation, communication, and your ability to handle high volumes of calls. Make sure your CV reflects how your background aligns with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your understanding of their financial challenges. Use specific examples from your past experiences to demonstrate how you can contribute to the team and support customers effectively.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at OSB Group
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Financial Support Consultant. Familiarise yourself with the types of financial difficulties customers may face and think about how you would approach these situations.
✨Show Empathy and Communication Skills
Since this role involves dealing with customers in distressing financial situations, it's crucial to demonstrate your empathy and strong communication skills. Prepare examples from your past experiences where you've successfully communicated with customers or resolved conflicts.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle specific customer situations, such as negotiating repayment plans or identifying signs of vulnerability. Practising these scenarios can help you articulate your thought process during the interview.
✨Highlight Relevant Experience
Make sure to highlight any previous experience in financial services or customer-focused roles, especially those involving arrears management. Be ready to discuss how your background has prepared you for this position and how you can contribute to delivering outstanding customer service.
