Mortgage Customer Relations Officer

The team are responsible for handling customer complaints and disputes, this role will specifically be dealing with our mortgage customers. Charter Court Financial Service Group and its subsidiaries form the UK's leading specialist mortgage lender, purpose built to meet increasing customer demand for specialist mortgages, attractive savings products, exceptional value and great service. OneSavings Bank Plc acquired Charter Court Financial Services Group Plc (CCFS) and its subsidiary businesses on 4 October 2019. They have three complementary brands: Charter Savings Bank; Precise Mortgages; Exact Mortgage Experts. The key purpose of this role is to ensure that all complaints are handled in accordance to policies and procedures, ensuring all disputes are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately and clearly. Your responsibilities will include... + Resolving customers' queries within agreed authority, investigating the cause of individual complaints and where required gathering information from relevant departments + Ensure good customer service is provided to all complainants + Acknowledging, drafting and sending out complaints correspondence promptly + Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with policies + Calculating redress and compensation in line with regulatory and FOS guidelines + Maintaining customer related information systems for accurate record keeping. We offer a base salary dependent on experience of between 21-24,500 (role level 2.3) and a competitive benefits package including: + 25 days holiday + bank holidays + An annual discretionary, performance related bonus opportunity of up to 20% + A non-contributory cover for Life Assurance up to 3 times basic salary We are looking for talented individuals who have the experience and knowledge set out below: + Previous experience in complaint handling within a financial services environment + Knowledge of secured loans and second charge lending + Understanding of the FCA's regulatory framework for handling customer complaints and Treating Customers Fairly + Up to date knowledge of ethical standards, including an understanding of MCOBS and DISP At CCFS, we are underpinned by 4 core values which are: Respect, Excellence, Attention and Challenge & Honesty. We are looking for individuals that feel that these resonate with them. If this sounds like you, please send us your CV! For internal applications, please ensure you complete the necessary application form prior to submitting your application via the internal careers page. Alternatively, if you wish to have an informal, confidential chat about this role, please contact us on recruitment@osb.co.uk. If shortlisted from your initial application, we operate a personalised recruitment process which means you won't be subjected to test after test, but instead, we like to leverage a one or two stage interview process. Interviews are a two way street, so we aim for them to be relevant and conversational, and 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. External Company URL: TestUserAdmin Street: 1 Charter Court