Financial Support Officer Ind

**About us**:
OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.
OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.
1. Job Purpose
2. Core Responsibilities
- 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.
- Attend team Meetings and new business briefings and contribute positive suggestions.
- To ensure the timely communication of information to colleagues and line management
- Maintain the company’s compliance standards and own compliance training.
- Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
- 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..

**General**:

- 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)
- Identify the opportunities for training and communicate the same to the Mentor/Team Leader.
- Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

3. Experience Requirements
- 18 -24 months previous experience working in an international call centre environment, undertaking a voice process is essential
- 12 months previous experience in collections/financial support is desirable

4. 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.

5. Required Qualifications/Certifications
- Any Graduate/2+ relevant work experience

6. Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)
- Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.)
- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.
- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.
- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.

Why join OSBI?
We understand your career and how you progress is as unique as your individual personality. We've created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you're in the early stages of your career or already have an established profession, we're constantly seeking to hire talented individuals who want to make a difference and grow with us. We're a connected company working together to create a business in which we can all take pride and prosper.