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 customers circumstances in detail so you can offer the right level of support as they manage their mortgage account. This could include helping them complete an income and expenditure forms, exploring their circumstances and looking into suitable forbearance options making thoughtful decisions to support their account recover 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 understanding their needs to ensure best outcome Provide 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. Work 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 Annual Bonus Opportunity 28 days annual leave plus bank holidays 2 days volunteering to make a difference Please use this link to see the fantastic benefits available at OSB: OSB Careers 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! 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 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.