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- Tasks: Support vulnerable customers facing financial difficulties with tailored solutions and compassionate guidance.
- Company: OSB Group, a specialist mortgage lender passionate about people and collaboration.
- Benefits: Competitive salary, enhanced family benefits, 28 days leave, and volunteering opportunities.
- Why this job: Make a real difference in people's lives during their toughest times.
- Qualifications: Experience supporting vulnerable customers and excellent communication skills.
- Other info: Join a diverse team that values inclusion and personal growth.
The predicted salary is between 27500 - 31500 £ per year.
Our Specialist Financial Support Team is here to help our most vulnerable customers whenever they're experiencing financial difficulties. We’re focused on delivering good outcomes for anyone facing challenges with their mortgage payments. We care deeply about doing the right thing and making sure we meet all our responsibilities.
In this role, you will have the chance to make a real difference to our customers facing particularly complex vulnerabilities such as mental health challenges, domestic, economic or financial abuse or reduced mental capacity. These customers often need individually tailored solutions, and your support can have a truly positive impact during difficult times. You will take the time to understand each customer's circumstances in detail so you can offer the right level of support as they manage their mortgage account. This could include helping them complete income and expenditure forms, exploring their circumstances and looking into suitable forbearance options, making thoughtful decisions to support their account recovery or towards a possible exit solution.
Your responsibilities will include:
- Taking ownership of customer accounts including residential, buy-to-let and shared ownership and guiding customers through their journey.
- Communicating with customers in the way that suits them best, whether that’s by phone, letter or email.
- Supporting vulnerable customers by taking the time to understand their needs to ensure the best outcome.
- Providing a personalised approach for every customer whether they are up to date or in arrears.
- Making full use of the Group's forbearance toolkit to offer the most suitable options.
- Working alongside a friendly and supportive team with the desire to make a difference.
- Following the company’s Group Customer Access, Inclusion and Vulnerability Policy to ensure each customer receives the right outcomes.
The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours.
We offer a base salary dependent on experience from £27,500 - £31,500 and a competitive benefits package including:
- Enhanced family-focused benefits.
- 28 days annual leave plus bank holidays.
- 2 days volunteering to make a difference.
We are looking for talented, resilient individuals who have the experience and knowledge set out below:
- Proven experience supporting vulnerable customers with a wide range of needs, including those facing complex personal, financial or emotional challenges, and providing thoughtful, tailored support to help them achieve the best possible outcomes.
- Understanding complex personal situations, showing care, patience and sensitivity.
- Proven ability to communicate clearly and compassionately across phone, email and written correspondence, adapting your style to suit each customer.
- Excellent active listening skills to understand a customer’s circumstances so you can provide tailored, appropriate support.
- Good decision-making skills so you can confidently assess individual cases.
- Resilience and calmness under pressure to manage emotional or sensitive conversations while remaining supportive, composed and professional.
We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.
If you need any adjustments or support, we’re here to make sure you can show your best self.
Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we’re happy to have a conversation about what flexibility might look like for you.
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.
Vulnerable Collections Consultant employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vulnerable Collections Consultant
✨Tip Number 1
Get to know the company culture! Before your interview, check out OSB's values and mission. This will help you tailor your responses and show that you're genuinely interested in making a difference for vulnerable customers.
✨Tip Number 2
Practice active listening skills! During your interview, demonstrate how you can empathise with customers by sharing examples of how you've supported vulnerable individuals in the past. This will highlight your ability to understand complex situations.
✨Tip Number 3
Be ready to discuss decision-making! Think of scenarios where you had to make tough choices while supporting customers. Show how you approached these situations thoughtfully and what outcomes you achieved.
✨Tip Number 4
Don’t hesitate to apply through our website! Even if you don’t meet every single requirement, we value diverse experiences. Just be yourself and let us see how you can contribute to our team!
We think you need these skills to ace Vulnerable Collections Consultant
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for helping vulnerable customers shine through. We want to see how much you care about making a difference in their lives, so share any relevant experiences that highlight your commitment.
Tailor Your Approach: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We’re looking for individuals who can adapt their communication style, so give examples of how you've done this in the past.
Be Clear and Compassionate: Use clear and compassionate language in your written application. Remember, we value good communication skills, so make sure your writing reflects your ability to connect with others, especially those facing challenges.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our team at OSB Group, where we’re all about collaboration and support.
How to prepare for a job interview at OSB Group
✨Understand the Role Deeply
Before your interview, take the time to really understand what it means to be a Vulnerable Collections Consultant. Familiarise yourself with the challenges vulnerable customers face and think about how you can provide tailored support. This will help you demonstrate your genuine interest in the role.
✨Showcase Your Empathy
In this role, empathy is key. Prepare examples from your past experiences where you've successfully supported vulnerable individuals. Be ready to discuss how you approached sensitive situations with care and understanding, as this will highlight your suitability for the position.
✨Practice Active Listening
Active listening is crucial when dealing with customers facing complex vulnerabilities. During the interview, practice reflecting back what the interviewer says to show you’re engaged. This skill will be vital in your role, so demonstrating it in the interview can set you apart.
✨Prepare Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful ones that show your interest in the company’s approach to supporting vulnerable customers. This not only shows your enthusiasm but also helps you gauge if the company aligns with your values.