Vulnerable Customer Coach

About the team

The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.

What you will be doing?

As a Vulnerable Customer Coach within the Financial Support Team, your role 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.

Your responsibilities will include:

• Develop workshops to improve staff awareness and understanding of vulnerable customers
• Deliver coaching sessions to front line colleagues to enhance their communication and problem solving skills
• Provide one to one coaching sessions offering appropriate assistance and tailored support to build confidence and competency
• Monitor progress and provide constructive feedback
• Provide subject matter expertise on complex customer circumstances
• Staying up to date with industry regulations and best practices specifically relating to vulnerability
• Analysing data to identify areas for improvement in the vulnerability management process
• Provide subject matter expertise on complex customer circumstances
• Implementing feedback mechanisms to continuously improve the effectiveness of learning material
• Participating in ongoing training and professional development activities to enhance coaching skills and knowledge

Occasional travel to our Wolverhampton offices will be required to roll out workshops and coaching

What's in it for you?

We offer a base salary dependent on experience from £30,000 - £32,000 and a competitive benefits package including:

• Enhanced family-focused benefits
• Hybrid-working 
• Annual bonus opportunity

Please use this link to see the fantastic benefits available at OSB: OSB Careers 

About us

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become ‘the bank of the future’.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

Do you have the skills?

We are looking for talented individuals who have the experience and knowledge set out below:

• Prior experience in designing and delivering coaching sessions to colleagues is required
• Extensive experience communicating with vulnerable customers via multiple communication channels
• Experience working in a mortgage collections or arrears role within Financial Services

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 – inclusive any individual reasonable support required. We want to bring out the best in you!

Diversity, Equity & Inclusion

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.