Financial Support Officer IND

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)

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

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