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- Tasks: Lead a team in managing financial support and collections activities.
- Company: Join OSB Group, a leading FTSE 250 mortgage lender focused on customer care.
- Benefits: Enjoy a competitive salary, hybrid working, and generous leave policies.
- Why this job: Make a real impact by helping customers navigate financial challenges in a supportive environment.
- Qualifications: Experience in collections and line management is essential; knowledge of litigation processes is a plus.
- Other info: Flexible working options available; we value diversity and encourage all backgrounds to apply.
The predicted salary is between 30000 - 42000 £ per year.
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Client:
OSB Group
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Job Category:
Other
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Job Reference:
9c348960e456
Job Views:
20
Posted:
18.06.2025
Expiry Date:
02.08.2025
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Job Description:
About the team
The Financial Support Team (previously known as Collections and Recoveries) helps borrowers in financial difficulties, to prevent their mortgage from falling into arrears or exploring options to help the customers address their arrears and reach a good customer outcome. When customers can no longer afford their payments, as a last resort, litigation action may commence, and properties may be taken into possession to prevent the situation from worsening.
About Us
The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.
Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.
We are passionate about our products, customers, and our people. We aim to build a collaborative and engaging environment, committed to Diversity, Equity, and Inclusion. We encourage differences and recognize that individuals from diverse backgrounds can bring valuable insights, supported by our Diversity, Community and Environment Employee Engagement Networks and initiatives like the Women in Finance Charter and Women in Leadership Programme.
What you will be doing
You will lead and manage a team of Financial Support Team Associates, undertaking all aspects of Collections and Recovery activities. Your role includes providing clear direction, inspiring, developing, coaching the team to meet and exceed targets, and ensuring management of assets in line with policy, procedures, SLA, and Customer Journey principles.
Your responsibilities include:
- Leading the team and managing operational risks to optimize results.
- Providing leadership, support, motivation, and managing staff performance and development.
- Reporting on performance and operational issues, recommending improvements.
- Supporting new onboarding projects, ensuring seamless integration of Collections requirements.
- Conducting monthly sampling in line with T&C framework for good customer outcomes.
- Managing complaint resolution, coaching the team, and ensuring adherence to processes and timescales.
- Making mandated decisions on referrals, litigation, repossession, or cancellation of actions.
- Liaising with third-party organizations such as solicitors and system providers.
In return for your commitment
We offer a base salary starting from £37,000, along with a competitive benefits package including:
- Discretionary annual bonus of up to 15%
- 28 days annual leave plus bank holidays
- Private Medical Insurance and Medical Cash Plan
- Maternity & Adoption Leave with pay at 100% for 13 weeks, then 50% for the next 13 weeks
- Paternity Leave – 4 weeks paid within 8 weeks of childbirth
- Additional benefits like hybrid working, cycle schemes, season ticket loans, employee perks, and more.
Could you be the one?
We seek talented individuals with:
- Experience in end-to-end Collections
- Line management experience in Collections
- Knowledge of professional negligence and shortfall management processes
- Understanding of arrears-based litigation processes
We support our employees\’ career development to help them become their best selves.
What to do next
If interested, please apply now or visit our internal careers page. For a confidential chat, contact us via our careers page. Shortlisted candidates will undergo a personalized recruitment process. We value diversity and are committed to equal opportunities. Flexible working options are available; please inquire about flexibility during the application process.
Applicants must have UK work rights and be willing to undergo pre-employment screening.
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Financial Support Manager employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Financial Support Manager
✨Tip Number 1
Familiarise yourself with the OSB Group's values and mission. Understanding their commitment to diversity, equity, and inclusion will help you align your approach during interviews and discussions, showcasing how you can contribute to their culture.
✨Tip Number 2
Highlight your experience in end-to-end collections and line management. Be prepared to discuss specific examples of how you've led teams to achieve targets and improved processes, as this will demonstrate your capability to manage the Financial Support Team effectively.
✨Tip Number 3
Research the arrears-based litigation processes and professional negligence management. Being knowledgeable about these areas will not only impress your interviewers but also show that you're ready to tackle the challenges of the role from day one.
✨Tip Number 4
Prepare thoughtful questions about the team's current challenges and future projects. This shows your genuine interest in the role and helps you understand how you can make a meaningful impact within the Financial Support Team.
We think you need these skills to ace Financial Support Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Financial Support Manager. Familiarise yourself with the key tasks such as leading a team, managing operational risks, and ensuring compliance with policies.
Tailor Your CV: Customise your CV to highlight relevant experience in collections and recovery, as well as any leadership roles you've held. Use specific examples that demonstrate your ability to manage teams and improve performance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers in financial difficulties. Mention your understanding of arrears-based litigation processes and how your skills align with the OSB Group's values and mission.
Highlight Your Achievements: In both your CV and cover letter, include quantifiable achievements from your previous roles. For instance, mention any targets you exceeded or successful projects you led that improved customer outcomes.
How to prepare for a job interview at OSB Group
✨Understand the Role
Make sure you have a clear understanding of the Financial Support Manager role. Familiarise yourself with the responsibilities, especially around collections and recoveries, as well as the importance of customer outcomes.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership experience, particularly in managing teams within a collections environment. Highlight how you've motivated and developed team members to achieve targets.
✨Know the Company
Research OSB Group thoroughly. Understand their values, products, and commitment to diversity and inclusion. This will help you align your answers with their company culture during the interview.
✨Prepare for Scenario Questions
Be ready to discuss how you would handle specific situations related to arrears management, litigation processes, and complaint resolution. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
