Mortgage Servicing Officer IND at OSB Group in Bengaluru, KA, IN

About the team:
The Mortgage Servicing team process mortgage related administrative tasks for the lending brands within OSB Group.

About us:
OSB Group is a leading specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

1. Core Responsibilities
• Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.
• Respond to customer inquiries across multiple channels (phone, digital – secure message, chat, emails etc.,) with professionalism and empathy.
• 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.
• Respond to all customer enquiries and process customer instructions, whether received by telephone, in writing, by e-mail or made in person accurately, efficiently, professionally and within specified timescales.
• Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt resolution.
• Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity to Finance crime for further investigation and guidance.
• Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow, customer journey and service quality.
• Training & Development: Complete mandatory training modules and attestations on time, staying updated on industry regulations and best practices.
• Proactive approach to invest on self-development aligned to the career goal.
• Prepare and dispatch templated and bespoke manual letters and correspondence via emails.
• Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.
• Active participation in team engagement and CSR activities initiated by the team or people engagement group.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• 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.,).

2. Experience Requirements
• 18 -24 months previous experience working in an international call centre environment and servicing overseas customers is essential
• Prior experience in customer service, sales or collections is highly valued
• Background in banking, retail, or contact centre environments is advantageous
• Demonstrated ability to thrive in fast-paced, high-pressure settings

3. Knowledge Requirements
• Strong understanding of customer service principles and professional communication
• Awareness of banking products and services (current accounts, savings, loans, digital banking etc.,) is desirable
• Knowledge of regulatory requirements and customer protection standards
• Familiarity with digital tools and platforms used in modern banking (MS Office, CRM, Five 9 telephony system etc.,) is desirable

In return for your commitment:
We offer a base salary dependent on experience of between £XX,XXX - £XX,XXX and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%/15
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as, green car lease initiative, cycle purchase scheme, season ticket loan, holiday purchase/sell schemes, employee perk portals and save as you earn scheme

What to do next:
OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

Whilst we are an organisation that values face-to-face interaction and relationship building, we also acknowledge that people are not must productive in an office and tied to the 9 to 5. The vast majority of roles throughout the Group fall within scope of our Hybrid Working approach, which aims to provide ongoing flexibility and support in terms of work:life balance. Our approach provides opportunity for individuals to informally agree with their Line Manager how they split their working week between their primary office location and home.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.

Unfortunately, due to the high number of applications currently being received, only shortlisted candidates will be contacted.