Case Update Assistant

About the team

The Broker Liaison Team at InterBay plays a key role in supporting the customer journey for our commercial mortgage customers. Acting as a central point of contact, the team works closely with brokers, underwriters and completions colleagues to provide updates, answer queries and help ensure applications progress smoothly through the mortgage process.

Based in Fareham, the team is part of OSB Group's wider Sales function and is committed to delivering an efficient, professional and customer-focused service to our broker partners.

Please note this position is a Fixed Term Contract for a period of 12 months

What you will be doing?

As a Case Update Assistant, you will play a key part in supporting the broker journey, acting as a central point of contact for mortgage intermediaries requiring updates on applications in progress. You will provide timely and accurate information, resolve queries, and work closely with underwriting and completions teams to help progress cases efficiently.

This is a fantastic entry-level opportunity for someone looking to build a career within financial services, particularly within the mortgage sector.

Your responsibilities will include….

• Handling inbound calls from mortgage intermediaries regarding cases in progress (pre- and post-offer).
• Responding to broker queries across multiple channels, including phone and email.
• Providing clear, accurate, and timely updates on application status.
• Liaising with internal teams, including Underwriting and Completions, to progress cases.
• Ensuring all activities are processed in line with agreed SLAs.

What's in it for you?

We offer a base salary of £24,550 and a competitive benefits package including:

• Annual discretionary bonus opportunity of 15%
• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Enhanced family-focused benefits
• Hybrid-working of 3 day in the office and 2 days from home per week

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 individuals who have the experience and knowledge set out below:

• Previous experience in a customer service environment with a confident telephone manner
• High standard of communication and listening skills is essential
• GCSE’s or equivalent in Maths and English

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. If you need any adjustments or support, we’re here to make sure you can show your best self.

We are proud to be a Disability Confident employer and are committed to creating an inclusive and accessible workplace where everyone can thrive.

We welcome applications from people of all backgrounds and encourage candidates with disabilities and long-term health conditions to apply.

If you meet the minimum criteria for the role and would like to be considered under our Disability Confident Scheme, please indicate this on your application.

Diversity, Equity & Inclusion

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we’re happy to have a conversation about what flexibility might look like for you.

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.