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- Tasks: Coach team members to support vulnerable mortgage customers and enhance their communication skills.
- Company: Join OSB Group, a leading FTSE 250 mortgage lender focused on customer care and innovation.
- Benefits: Enjoy hybrid working, competitive salary, annual bonuses, and generous leave policies.
- Why this job: Make a real impact by helping vulnerable customers while growing in a supportive, diverse environment.
- Qualifications: Experience with vulnerable customers and strong coaching skills are essential for this role.
- Other info: Flexible working options available to promote a healthy work-life balance.
The predicted salary is between 28000 - 34000 £ per year.
About the team
The Financial Support Team (previously known as Collections and Recoveries) help borrowers in financial difficulties, to prevent their Mortgage falling into arrears or exploring options to help the customers to address their arrears and to reach a good customer outcome. As a growing organisation, we are always on the lookout for innovative and talented team members. We are now looking for a Vulnerable Customer Coach to join us. They specialise in providing support to customers that have been identified as vulnerable and assist in developing manageable solutions depending on the individual's circumstances.
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. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.
What you will be doing
As a coach specialising in vulnerability within the Financial Support Department your primary responsibility is to coach team members in effectively identifying and managing vulnerabilities among mortgage customers. You will play a crucial role in ensuring that the bank complies with regulatory requirements, maintains a customer-centric approach, and provides appropriate support to customers facing financial difficulties. This role requires a deep understanding of mortgage collections processes, empathy, and effective communication skills.
Your responsibilities will include:
- Conduct regular coaching sessions with colleagues within the department to enhance their understanding of vulnerability and improve their communication and problem-solving skills.
- Develop and deliver workshops on vulnerability.
- Provide regular feedback to colleagues to enhance the vulnerable customer journey.
- Stay up to date with industry regulations, guidelines, and best practices related to vulnerability in mortgage collections.
- Coach and collaborate with colleagues to ensure customers receive appropriate assistance and support tailored to their individual needs using a wide range of options.
- Occasional travel to other sites will be required.
In return for your commitment
We offer a base salary dependent on experience of between £32000 - £34000 and a competitive benefits package including:
- Discretionary annual bonus opportunity of up to 15%
- 28 days annual leave plus bank holidays
- Contributory pension (8% employer 5% employee)
- Life Assurance (4x salary) plus Group Income Protection
- Access to Private Medical Insurance and Medical Cash Plan
- Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
- Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth
- Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.
Could you be the one?
We are looking for talented individuals who have the experience and knowledge set out below:
- Experience in dealing with vulnerable customers is vital.
- Experience in a collections or arrears role within the Financial Services industry is essential.
- Strong coaching and mentoring skills are essential.
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.
What to do next
If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply. Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page. If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!
OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.
Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.
All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.
Vulnerable Customer Coach employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vulnerable Customer Coach
✨Tip Number 1
Familiarise yourself with the specific challenges faced by vulnerable customers in financial situations. Understanding their needs will help you demonstrate empathy and insight during interviews, showing that you're well-prepared for the role.
✨Tip Number 2
Network with professionals in the financial services industry, especially those who work in collections or support roles. Engaging with them can provide valuable insights into best practices and may even lead to referrals.
✨Tip Number 3
Stay updated on current regulations and guidelines related to vulnerable customers in the financial sector. Being knowledgeable about compliance will not only boost your confidence but also show your commitment to the role.
✨Tip Number 4
Prepare to discuss your coaching and mentoring experiences in detail. Think of specific examples where you've successfully guided others, as this will highlight your suitability for the coaching aspect of the Vulnerable Customer Coach position.
We think you need these skills to ace Vulnerable Customer Coach
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Vulnerable Customer Coach. Familiarise yourself with the key skills required, such as coaching, empathy, and knowledge of mortgage collections processes.
Tailor Your CV: Highlight your experience in dealing with vulnerable customers and any relevant roles in collections or arrears within the Financial Services industry. Use specific examples to demonstrate your coaching and mentoring skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping vulnerable customers and how your background aligns with the values of OSB Group. Mention your understanding of diversity, equity, and inclusion, as these are important to the company.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at OSB Group
✨Show Empathy and Understanding
As a Vulnerable Customer Coach, it's crucial to demonstrate your ability to empathise with customers facing financial difficulties. Share examples from your past experiences where you've successfully supported vulnerable individuals, highlighting your understanding of their unique challenges.
✨Highlight Coaching Experience
Make sure to discuss your coaching and mentoring skills during the interview. Provide specific instances where you've trained or guided colleagues in identifying and managing vulnerabilities, as this is a key responsibility of the role.
✨Stay Informed on Regulations
Familiarise yourself with current industry regulations and best practices related to vulnerability in mortgage collections. Being knowledgeable about these topics will show your commitment to compliance and customer-centric approaches, which are essential for the role.
✨Prepare for a Conversational Interview
The interview process aims to be relevant and conversational, so prepare to engage in a two-way dialogue. Think of insightful questions to ask about the team and the company's approach to supporting vulnerable customers, demonstrating your genuine interest in the role.
