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?:

In this role, you will have the opportunity to support Vulnerable Customers who require individually tailored solutions due to difficult personal circumstances


This involves communicating with Vulnerable Customers understanding the impact and offering support when managing their mortgage account. This may include assisting with the completion of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, exploring forbearance options whilst providing excellent customer service for those in difficult financial circumstances.


Your responsibilities will include...

Supporting vulnerable customers by providing a bespoke approach Communicating effectively utilising specialist tools such as TEXAS, CARERS, IDEA, CRISIS and BRUCE Build a relationship with customers to understand their circumstances offering support through the group's forbearance toolkit within mandated controls Compiling relevant letters and communication in line with financial support processes for customers whilst ensuring they are tailored to the customer Ensuring that recorded keeping is line with regulatory requirements Responding to all enquiries, whether received by telephone or in writing, efficiently and in accordance with the Group's financial support, forbearance and vulnerable customer policies


The hours of work will be differing work patterns between 8am - 6pm.




What's in it for you?:

We offer a base salary dependent on experience from 27500 - 31500 and a competitive benefits package including:



Enhanced family-focused benefits Medical Cash Plan 28 days annual leave plus bank holidays


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


Do you have the skills?:

We are looking for talented, resilient individuals who have the experience and knowledge set out below:


Previous experience in a Collections role within Financial Services Experience supporting vulnerable customers with varying needs. Strong verbal and written communication skills. Adavanced skills in using empathy, resilience and discretion.


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.
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.