Job Details

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Collections & Servicing, Quality & Performance Analyst P/T

Wolverhampton, United Kingdom, £ £ 16200.00-19200.00 Annual Annual, Permanent


About the team:


The Collections team is a very fast paced environment and due to this we work very much with a can do attitude, the team encourages all members of staff to challenge current processes and is always open to new innovative ideas. The main focus of the team is to ensure we are collectively achieving right customer outcomes and treating all of our customers fairly. The team is very flexible and has a strong unity to it which breeds a culture that feels like a family.

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.

What you will be doing:

In this part time role, you will have the opportunity to lead the delivery of Quality and Performance related tasks ensuring that the highest of standards are maintained at all times, you will drive the performance of the Collections & Servicing Team(s)

Your responsibilities will include…

  • Complete call sampling monthly, achieving high quality of standards and providing effective summaries of the call highlighting feedback where necessary
  • Highlight and recommend training/coaching needs to management based on call sampling as well as general floor support.
  • SME for the floor, supporting line manager and agents with queries
  • Provide coaching on a one on one basis with individuals as well as group sessions
  • Quality checking work outside of call sampling such as letters
  • Keeping manager up to date with where they feel agents' performance is at and behavioural trends.

In return for your commitment:

We offer a base salary dependent on experience of between £16,200 - £19,200 and a competitive benefits package including:

  • Discretionary annual bonus opportunity of up to 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, Cycle Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals and Save as you Earn scheme.

Could you be the one?

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

  • 2 years previous experience of assessing / quality checking / audit administrative work and providing appropriate feedback is essential
  • 3 years previous experience of working within a financial services environment is essential
  • Detailed knowledge of regulatory requirements e.g. MCOB, GDPR and BACS is essential
  • Knowledge and understanding of how various mortgage accounts operate e.g. instalments in arrears, instalments in advance, 2nd charge loans, STL loans are essential

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

What to do next

If this sounds like you, please send us your CV! For internal applications, please visit the internal careers page to apply. The closing date is 27th July 2021.

Alternatively, if you wish to have an informal and confidential chat about this role please contact us on

If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!

As a combined group, we are dedicated to diversity in the workplace and we are committed to a policy of treating all our employees and job applicants equally. No employee or potential employee will receive less favourable treatment because of any protected characteristic.We provide a fully inclusive and accessible recruitment process and pro-actively offer and make reasonable adjustments as and when required.

We recognise that flexible working opportunities can be of benefit to both employees and the organisation, improving work-life balance and enabling the business to attract and retain skilled and valued employees. Please speak to us about how this could work for you.

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.

Job Details

Not Specified
Wolverhampton, United Kingdom
£ £ 16200.00-19200.00 Annual Annual