- Handling incoming telephone calls from customers in financial difficulties and dealing with all queries in a professional manner.
- Role involves interacting with customers and assessing their full financial situation which includes discussing full income and expenditure be make an informed decision.
- Role involves discussing Forbearance options with customer and providing appropriate arrangements in line with customer needs.
- Making proactive outbound calls to explain and support in clearing arrears on the account
- To take calls concerning difficult vulnerable customers/complaints in a polite and professional manner.
- Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is especially susceptible to harm receive good outcomes – identify, understand the impact and provide adequate support.
- To prepare and dispatch required information packs to customers. This includes preparation of templated and bespoke manual letters, preparation of impact tables and working on emails.
- Passionate about customer journey and deliver Good outcomes to customers in line with process and policy.
- To ensure the timely communication of information to colleagues and line management.
- Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow, customer journey and service quality.
- Active participation in team engagement and CSR activities initiated by the team or people engagement group.
- Proactive approach to invest on self-development aligned to the career goal.
- Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
- Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
- To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
- Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
- To ensure the timely communication of information to colleagues and line management
- To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc.,
- Work flexibly - shift-based environments and weekend work.
- Maintain compliance with OSB policies, procedures, and regulatory standards.
- Identify the opportunities for training and communicate the same to the Mentor/Team Leader.
Hygiene:
- To receive work allocation notification & process the case as per defined process.
- Participate in knowledge Management programs and take active role in building empowered team (like maintaining individual query logs, issue logs, failed cases log etc)
1. Experience Requirements
- 18 -24 months previous experience working in an international call centre environment and servicing overseas customers is essential
- 12 months previous experience in collections/financial support is desirable
2. Knowledge Requirements
- Knowledge of UK mortgage – Collections Process is desirable.
- Intermediate level skills in Microsoft Word and Excel are essential.
- Good communication and comprehension skills is essential.
- Candidate must be flexible to work in dynamic and changing regulatory landscapes
