Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help customers navigate financial challenges through effective communication and tailored solutions.
- Company: OSB Group is a passionate mortgage lender focused on customer care and employee engagement.
- Benefits: Enjoy hybrid working, enhanced family benefits, and an annual bonus opportunity.
- 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 with strong communication and negotiation skills required.
- Other info: Flexible part-time options available; we value diversity and encourage all to apply.
The predicted salary is between 21000 - 24000 £ 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.
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 £25,000 - £28,000 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.
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 current financial regulations. Understanding the landscape will help you engage more effectively with customers and demonstrate your knowledge during interviews.
✨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 clarity will set you apart from other candidates.
✨Tip Number 3
Research OSB Group's values and customer service approach. Tailoring your responses in interviews to align with their commitment to customer care can show that you're a great fit for their team.
✨Tip Number 4
Network with current or former employees of OSB Group on platforms like LinkedIn. They can provide insights into the company culture and the specific challenges faced in the Mortgage Collections Consultant role.
We think you need these skills to ace Mortgage Collections Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and financial services. Emphasise any previous roles where you dealt with arrears or financial difficulties, showcasing your ability to communicate effectively with customers.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers through financial challenges. Mention specific skills such as negotiation and empathy, and provide examples of how you've successfully supported customers in the past.
Highlight Relevant Skills: Clearly outline your strong verbal communication and listening skills in your application. Mention any experience you have in high-volume call environments, as this is crucial for the Mortgage Collections Consultant role.
Showcase Your Understanding of Vulnerability: Demonstrate your awareness of working with vulnerable customers. Include any training or experience you have that relates to identifying and supporting individuals in difficult financial situations, as this aligns with the company's values.
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 with customers about their financial situations and providing tailored solutions.
✨Show Empathy and Communication Skills
Since this role involves dealing with customers in financial distress, it's crucial to demonstrate your empathy and strong communication skills. Prepare examples from your past experiences where you've successfully handled sensitive conversations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to negotiate or find solutions under pressure, and be ready to discuss how you approached those challenges.
✨Research OSB Group's Values
OSB Group values customer service and ethical practices. Research their mission and values, and be prepared to discuss how your personal values align with theirs. This will show your genuine interest in the company and its culture.