Job Description

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 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 company's 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 Group's 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
What's 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


Please use this link to see the fantastic benefits available at OSB: 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:

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.