Join to apply for the Senior Mortgage Collections Specialist role at OSB Group.
Base pay range: This range is provided by OSB Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Senior Talent Acquisition Partner - OSB Group
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
As Senior Mortgage Collections/Financial Support Specialist, you will be an expert in secure collections, who will have the opportunity to use your expertise to provide specialist financial support to customers experiencing financial difficulties regarding mortgage repayments and arrears.
You will manage a portfolio of complex and high-risk cases, delivering a first-class level of service. This includes fully supporting the needs of vulnerable customers and enabling the progression of appropriate repayment plans to minimise the risk of long-term mortgage arrears, all whilst ensuring positive customer outcomes in every interaction.
Your responsibilities will include:
* Effectively undertaking all aspects of providing financial support in terms of the end-to-end arrears management journey
* Through effective questioning and listening skills, discuss with customers how and why their account is in arrears
* Identifying root causes and future barriers, always ensuring that dialogue is in keeping with the principals of the companys treating customers fairly principles
* Identifying and processing caseloads effectively
* Ensuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes
* Undertake all customer interactions in accordance with the Groups Financial Support Team policies and procedures
* Depending on your level of experience Acting as a coach and role model to support the development of less experienced team members within Financial Support
The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours.
Whats in it for you
We offer a base salary dependent on experience of between £36,000 - £40,000 and a competitive benefits package including:
* Enhanced family-focused benefits
* Hybrid-working
* Annual bonus opportunity
Benefits details available at OSB Careers.
About us
At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become the bank of the future. Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.
Do you have the skills
We are looking for talented individuals who have the experience and knowledge set out below:
* Proven track record in providing support to customers experiencing mortgage arrears
* Demonstrated proficiency in undertaking complex financial support, litigation and receivership activities is advantageous
* Skilled in providing bespoke support to vulnerable customers
* Previous experience of providing effective one-to-one coaching to internal colleagues is highly desirable
Next steps
Interested? Apply now! Still considering? Hear from our team or learn more about our recruitment process: OSB Careers. We believe in a personalised and inclusive approach, ensuring the process is relevant and conversational. If you need any adjustments or support, were here to make sure you can show your best self.
Diversity, Equity & Inclusion
Not 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. Were committed to creating an inclusive space where everyone feels empowered to apply - even if you dont check every box.
We actively promote diversity at all levels, with Board-level Diversity Champions monitoring our progress. Were 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.
Location
Chatham, England, United Kingdom
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Banking
J-18808-Ljbffr