Vulnerable Customer Coach

About the team

The Financial Support Team (previously known as Collections and Recoveries) help borrowers in financial difficulties, to prevent their Mortgage falling into arrears or exploring options to help the customers to address their arrears and to reach a good customer outcome.

As a growing organisation, we are always on the lookout for innovative and talented team members. We are now looking for a Vulnerable Customer Coach to join us. They specialise in providing support to customers that have been identified as vulnerable and assist in developing manageable solutions depending on the individual's circumstances.

About Us

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the 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

As a coach specialising in vulnerability within the Financial Support Department your primary responsibility is to coach team members in effectively identifying and managing vulnerabilities among mortgage customers. You will play a crucial role in ensuring that the bank complies with regulatory requirements, maintains a customer-centric approach, and provides appropriate support to customers facing financial difficulties. This role requires a deep understanding of mortgage collections processes, empathy, and effective communication skills.

Your responsibilities will include…

• Conduct regular coaching sessions with colleagues within the department to enhance their understanding of vulnerability and improve their communication and problem-solving skills.
• Develop and deliver workshops on vulnerability.
• Provide regular feedback to colleagues to enhance the vulnerable customer journey.
• Stay up to date with industry regulations, guidelines, and best practices related to vulnerability in mortgage collections.
• Coach and collaborate with colleagues to ensure customers receive appropriate assistance and support tailored to their individual needs using a wide range of options.

Occasional travel to other sites will be required.

In return for your commitment

We offer a base salary dependent on experience of between £32000 - £34000 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
• Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
• Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth
• 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:

• Experience in dealing with vulnerable customers is vital.
• Experience in a collections or arrears role within the Financial Services industry is essential.
• Strong coaching and mentoring skills are essential.

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 apply now! For internal applications please visit the internal careers page to apply.

Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.

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 just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

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.

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