Job Title:

Customer Service Officer (Tier 1)

Department:

CET Savings/Lending, Underwriting Telephony Support, CCFS Servicing and Retentions

Reporting to:

Customer Service Team Leader

Location:

Salapuria Magnificia, Bangalore

Version date:

24/11/2024

This role aligns with the Employee/Line Manager version of OSBs Value Driven Behaviours framework

About OneSavings Bank plc

OneSavings Bank plc (OSB) the specialist lending and retail savings group began trading as a bank on 1 February 2011 and was admitted to the main market of the London Stock Exchange in June 2014 (OSB.L). OSB joined the FTSE 250 index in June 2015.

The Group, which is headquartered in Chatham, Kent OSB is authorised by the Prudential Regulation Authority, part of the Bank of England, and regulated by the Financial Conduct Authority and Prudential Regulation Authority.

OSB primarily targets underserved market sub-sectors that offer high growth potential and attractive risk-adjusted returns in which it can take a leading position and where it has established expertise, platforms and capabilities. These include private rented sector Buy-to-Let, commercial and semi-commercial mortgages, residential development finance, bespoke and specialist residential lending and secured funding lines. It is differentiated through its use of high skilled, bespoke underwriting and efficient operating model. OSB lends through the Kent Reliance, InterBay Commercial, Prestige Finance and Heritable Development Finance brands, originating organically through specialist brokers and independent financial advisers.

OSB is predominantly funded by retail savings originated through the long established Kent Reliance name, which includes online and postal channels, as well as a network of branches in the South East of England. Diversification of funding is currently provided by participation in the Funding for Lending Scheme and access to a securitisation programme. The majority of the Groups administrative support functions are performed by its wholly owned OSB India operation, based in Bangalore, India

About OSB India Pvt Ltd

OSB India is an offshore subsidiary of OneSavings Bank Group plc., the UK based Challenger Bank. OSB India was incorporated in 2004 as a key part of the OneSavings Bank business strategy to provide operational service support.

OSB India works with the Banks trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSB India also prides itself for offering operational excellence by devising and utilizing process improvements and functional efficiencies.

Job Purpose





To deliver excellent customer service by acting as the first point of contact, resolving queries, delivering high-quality service across retail savings and mortgage servicing while ensuring compliance with regulatory standards and keeping customer at the heart of everything. Build trust by resolving queries, handling complaints, and offering solutions tailored to customer needs.

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 positive 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.,).

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

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

Required Qualifications/Certifications

Minimum of secondary education

Proficiency in English communication (written and spoken)

Professional certifications in banking or customer service are beneficial but not mandatory viz BCOBS, MCOBS etc.,

Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)

Ensure strict adherence to companys 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.

📌 Customer Service Officer (Karnataka)
🏢 Joulestowatts
📍 Karnataka