O
Financial Support Officer IND
OSB Group
Bengaluru
Full-Time
0-3 Years experience
Description
| * 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 |
About OSB Group
-