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- Tasks: Support vulnerable customers with tailored financial solutions and excellent service.
- Company: Join a passionate team dedicated to helping customers in financial difficulties.
- Benefits: Competitive salary, enhanced family benefits, medical cash plan, and generous leave.
- Why this job: Make a real difference in people's lives while developing your skills in financial services.
- Qualifications: Experience in collections and strong communication skills are essential.
- Other info: Flexible working hours and a supportive environment for personal growth.
The predicted salary is between 27500 - 31500 £ 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?
In this role, you will have the opportunity to support Vulnerable Customers who require individually tailored solutions due to difficult personal circumstances
This involves communicating with Vulnerable Customers understanding the impact and offering support when managing their mortgage account. This may include assisting with the completion of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, exploring forbearance options whilst providing excellent customer service for those in difficult financial circumstances.
Your responsibilities will include…
- Supporting vulnerable customers by providing a bespoke approach
- Communicating effectively utilising specialist tools such as TEXAS, CARERS, IDEA, CRISIS and BRUCE
- Build a relationship with customers to understand their circumstances offering support through the group\’s forbearance toolkit within mandated controls
- Compiling relevant letters and communication in line with financial support processes for customers whilst ensuring they are tailored to the customer
- Ensuring that recorded keeping is line with regulatory requirements
- Responding to all enquiries, whether received by telephone or in writing, efficiently and in accordance with the Group\’s financial support, forbearance and vulnerable customer policies
The hours of work will be differing work patterns between 8am – 6pm.
What\’s in it for you?
We offer a base salary dependent on experience from £ £31500 and a competitive benefits package including:
- Enhanced family-focused benefits
- Medical Cash Plan
- 28 days annual leave plus bank holidays
Please use this link to see the fantastic benefits available at OSB: OSB Careers
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, resilient individuals who have the experience and knowledge set out below:
- Previous experience in a Collections role within Financial Services
- Experience supporting vulnerable customers with varying needs.
- Strong verbal and written communication skills.
- Adavanced skills in using empathy, resilience and discretion.
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.
Next steps
If this sounds like you, please apply now For internal applications please visit the internal careers page to apply.
Still on the fence? Hear from our team or explore our process: OSB Careers
Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive any individual reasonable support required. We want to bring out the best in you
Diversity, Equity & Inclusion
Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don\’t feel like you need to check every box to apply for a role internally.
We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.
Vulnerable Customer Consultant employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vulnerable Customer Consultant
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the Financial Support Team and their approach to helping vulnerable customers. This will help you tailor your responses and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of interaction with customers, it’s crucial to demonstrate your ability to communicate effectively. Try role-playing with a friend or family member to get comfortable with discussing sensitive topics.
✨Tip Number 3
Show off your empathy! In your interviews, share examples of how you've supported vulnerable customers in the past. Highlight your ability to listen and understand their needs, as this is key to providing tailored solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Vulnerable Customer Consultant
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience with vulnerable customers. We want to see how your skills align with the role, so don’t hold back on sharing relevant examples!
Showcase Your Communication Skills: Since this role involves a lot of communication, let us know about your strong verbal and written skills. Use clear and concise language in your application to demonstrate your ability to communicate effectively.
Highlight Empathy and Resilience: We’re looking for someone who can connect with customers on a personal level. Share instances where you’ve used empathy and resilience in challenging situations to support others – it’ll make your application stand out!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at OSB Group
✨Know Your Stuff
Make sure you understand the role of a Vulnerable Customer Consultant inside out. Familiarise yourself with the financial support processes and tools mentioned in the job description, like TEXAS and CRISIS. This will show that you're not just interested in the job, but that you’re ready to hit the ground running.
✨Empathy is Key
Since this role involves supporting vulnerable customers, be prepared to demonstrate your empathy and understanding during the interview. Think of examples from your past experience where you've successfully supported someone in a difficult situation. This will highlight your ability to connect with customers on a personal level.
✨Tailor Your Communication
Practice how you would communicate complex information clearly and compassionately. You might be asked to explain how you would assist a customer with their mortgage account. Use this opportunity to showcase your strong verbal and written communication skills, as well as your ability to tailor your approach to individual needs.
✨Show Your Resilience
Working with vulnerable customers can be challenging, so be ready to discuss how you handle stress and maintain resilience. Share specific strategies you use to stay calm and focused, especially when dealing with difficult situations. This will reassure the interviewers that you can manage the emotional demands of the role.