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- Tasks: Help customers navigate financial difficulties through effective communication and tailored solutions.
- Company: OSB Group is a passionate mortgage lender focused on customer care and employee engagement.
- Benefits: Enjoy a competitive salary, hybrid working options, enhanced family benefits, and annual bonuses.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer-focused roles, strong communication skills, and empathy are essential.
- Other info: Flexible part-time positions available; we value diversity and encourage all to apply.
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.
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, 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 skills 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: Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process. 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.
Mortgage Collections Consultant employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Collections Consultant
✨Tip Number 1
Familiarise yourself with the mortgage industry and the specific challenges customers face when dealing with arrears. Understanding common financial difficulties will help you connect better with potential customers during your interview.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since this role involves a high volume of calls, being able to convey empathy and understanding while negotiating solutions is crucial.
✨Tip Number 3
Research OSB Group's values and commitment to customer service. Being able to articulate how your personal values align with theirs can set you apart during discussions with recruiters.
✨Tip Number 4
Prepare examples from your past experience that demonstrate your ability to handle difficult conversations and provide tailored solutions. This will showcase your problem-solving skills and customer focus, which are key for this role.
We think you need these skills to ace Mortgage Collections Consultant
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Mortgage Collections Consultant. Familiarise yourself with the skills required, such as effective communication and empathy, which are crucial for this role.
Tailor Your CV: Customise your CV to highlight relevant experience in financial services or customer-focused roles. Emphasise any previous work dealing with arrears or financial difficulties, showcasing your ability to negotiate and communicate effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for helping customers in financial distress. Use specific examples from your past experiences to demonstrate how you can contribute to the OSB Group's mission of delivering tailored outcomes.
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 essential 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 Mortgage Collections Consultant. Familiarise yourself with the key tasks such as communicating effectively with customers and identifying signs of vulnerability. This will help you demonstrate your knowledge and suitability for the role.
✨Show Empathy and Communication Skills
Since this role involves dealing with customers in financial distress, it's crucial to showcase your empathy and strong communication skills during the interview. Prepare examples from your past experiences where you've successfully handled sensitive situations or provided excellent customer service.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess how you would handle specific customer situations. Think about potential challenges you might face in the role and prepare your responses. This will show the interviewer that you can think critically and act decisively under pressure.
✨Ask Insightful Questions
At the end of the interview, be ready to ask insightful questions about the team, company culture, and training processes. This not only shows your interest in the position but also helps you determine if the company aligns with your values and career goals.
