Vulnerable Customer Consultant

About the team

Our Specialist Financial Support Team is here to help our most vulnerable customers whenever they’re experiencing financial difficulties. We’re focused on delivering good outcomes for anyone facing challenges with their mortgage payments. We care deeply about doing the right thing and making sure we meet all our responsibilities.

What you will be doing?

In this role, you will have the chance to make a real difference to our customers facing particularly complex vulnerabilities such as mental health challenges, domestic, economic or financial abuse or reduced mental capacity.  These customers often need individually tailored solutions, and your support can have a truly positive impact during difficult times.

You will take the time to understand each customers circumstances in detail so you can offer the right level of support as they manage their mortgage account. This could include helping them complete an income and expenditure forms, exploring their circumstances and looking into suitable forbearance options making thoughtful decisions to support their account recover or towards a possible exit solution.

Your responsibilities will include…

• Taking ownership of customer accounts including residential, buy-to-let and shared ownership and guiding customers through their journey
• Communicating with customers in the way that suits them best, whether that’s by phone, letter or email.
• Supporting vulnerable customers by taking the time to understanding their needs to ensure best outcome
• Provide a personalised approach for every customer whether they are up to date or in arrears
• Making full use of the Group’s forbearance toolkit to offer the most suitable options.
• Work alongside a friendly and supportive team with the desire to make a difference
• Following the company’s Group Customer Access, Inclusion and Vulnerability Policy to ensure each customer receives the right outcomes

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 from £29,500 - £31,500 and a competitive benefits package including:

• Annual discretionary bonus opportunity of up to 15%
• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Hybrid working following successful completion of training

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:

• Experience in a financial support or arrears based role.
• Proven experience supporting vulnerable customers with a wide range of needs, including those facing complex personal, financial or emotional challenges, and providing thoughtful, tailored support to help them achieve the best possible outcomes.
• Understanding complex personal situations, showing care, patience and sensitivity.
• Proven ability to communicate clearly and compassionately across phone, email and written correspondence, adapting your style to suit each customer.
• Excellent active listening skills to understand a customer’s circumstances so you can provide tailored, appropriate support.
• Good decision-making skills so you can confidently assess individual cases
• Resilience and calmness under pressure to manage emotional or sensitive conversations while remaining supportive, composed and professional.

Next steps

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.