Overview
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.
About us:
The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the Residential and BTL 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:
We are looking for secured collections experts who will have a real opportunity to make a difference. We will be looking to you to bring your knowledge to navigate solutions to portfolios of complex and high risk collections cases, across the entire collections journey.
You must be able to produce first class service, good outcomes and be a role model across the whole team. Through your knowledge, tenacity and skill you will be able to tackle all collections scenarios, minimise the risk of long-term mortgage arrears and deliver good customer outcomes on every interaction.
Your responsibilities will include…
- Effectively undertaking all aspects of providing financial support in terms of the end to end arrears management journey
- Discussing with customers how and why their account is in arrears, identifying root causes and future barriers so that you come to tailored arrangements
- Identifying and processing caseloads effectively
- Utilising all tools at your disposal to make contact with customers
- Ensuring compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes
- 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
In return for your commitment:
We offer a base salary dependent on experience of between £35,000 – £40,000 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
- 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:
- Previous experience of providing support to customers experiencing mortgage arrears or repayment challenges is essential.
- Previous experience of undertaking complex financial support, litigation and receivership activities is essential
- Previous experience of providing bespoke support to vulnerable customers is essential
- Previous experience of providing effective one-to-one coaching to internal colleagues is highly desirable
Specialist understanding of:
- Regulations and regulator expectations regarding customer vulnerability
- FCA Consumer Duty
- Residential, Buy to Let and Specialist secured lending
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 send us your CV!
Alternatively, if you wish to have an informal and confidential chat about this role please contact us on
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 must productive in an office and tied to the 9 to 5. The vast majority of roles throughout the Group fall within scope of our Hybrid Working approach, which aims to provide ongoing flexibility and support in terms of work:life balance. Our approach provides opportunity for individuals to informally agree with their Line Manager how they split their working week between their primary office location and home.
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.
Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.
