About the team: The Broker liaison team support the bank by taking the inbound mortgage calls from mortgage intermediaries who require information with regards to new or current lending, further advances, and for support with our broker portal.What you will be doing: In this varied role, you will have the opportunity to speak to mortgage intermediaries answering new business enquiries, resolving any queries they may have, and escalating complaints where required whilst delivering excellent customer service at all times.You will work within a positive and supportive team, with access to a clear progression matrix to support your career goals!Your responsibilities will include:Supporting the Broker Journey by using skills and knowledge to deal with queries from Intermediaries through all communication methods for new lendingDelivering a high standard of customer serviceProviding clear clarification for declined casesDealing with internal departments where requiredLiaising with our Business Development Managers to provide them ongoing supportParticipate actively in telephone campaigns where required for intermediariesResolving technical queries and escalate where necessaryIdentifying and escalate any instances of fraud or other suspicious activitiesWhat's in it for you? We offer a base salary of £25,000 and a competitive benefits package including:Enhanced family-focused benefitsHybrid-working *3 days in the office, 2 at homeAnnual bonus opportunityAbout 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!Please use this link to see the fantastic benefits available at OSB: OSB CareersDo you have the skills?We are looking for talented individuals who have the experience and knowledge set out below:Previous experience in a customer service environment with a confident telephone manner.Advanced skills in respect of communication and delivering a high level of customer service.Intermediate skills in respect of attention to detail and ability to learn new processes and procedures.Previous experience working within the Financial Services industry is desirable but not essential.Next steps:Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process: OSB CareersWe 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 & InclusionNot 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." #INDLP