Job Description

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. Core Responsibilities

Manage complaints across all product lines, including Summary Resolution Communication and Formal Response Letters, ensuring timely, fair, and customer-focused resolutions. Promptly acknowledge complaints in line with regulatory timelines, demonstrating empathy and professionalism from the outset. Take full ownership of allocated cases, conducting thorough investigations by gathering relevant information and reviewing documentation to understand the root cause. Make fair, impartial decisions on complaint outcomes in line with bank policies and FOS guidelines, including calculating redress and compensation where appropriate. Deliver exceptional customer service by maintaining regular, compassionate communication through calls, emails, and letters--tailored to the customer's needs and preferences. Identify signs of customer vulnerability and ensure appropriate support is provided, in line with the organisation's commitment to Consumer Duty and treating customers fairly. Collaborate with peers, Operations team, and line managers to identify root causes of complaints and recommend improvements to prevent recurrence. Provide critical analysis of departmental processes and documentation post-investigation to support continuous improvement and reduce future complaints. Ensure all investigation notes and customer communications meet high quality standards and reflect a customer-first approach. Maintain accurate and detailed records across all relevant systems and databases. Participate in the rota for managing the Customer Complaint mailbox and support team operations as needed. Stay current with legal, regulatory, and internal policy requirements, ensuring full compliance and alignment with Consumer Duty principles. Support the collation and reporting of complaint trends, offering insights and recommendations to reduce recurrence and improve customer outcomes. Provide on-the-job training to new staff and contribute to the review and maintenance of policies and procedures. Uphold the organisation's Risk Management and Data Governance policies, treating customer data with care and integrity. Complete all mandatory compliance training and attestations in a timely manner.

2. Experience Requirements

2 years' previous complaints handling experience working in a regulated financial services environment is essential 2 years' experience working in a Financial Services environment within a customer facing role is essential 2 years' experience of investigating complaints in line with FCA regulations is essential 2 years' experience of working with vulnerable customers is essential 2 years' experience in (all essential): Secured loans and second charge lending environment. Underwriting (Specialist Lending), Lending Servicing and Operations. Savings and Branch based Operations

3. Knowledge Requirements

Strong understanding of FCA complaint handling regulations, including DISP and Consumer Duty. Solid knowledge of complaint investigation, resolution practices, and customer engagement. Awareness of vulnerable customer needs and appropriate support approaches. Good understanding of root cause analysis and continuous improvement principles. Basic familiarity with BCOBS, MCOBS, and ethical conduct standards. Experience with WorkSmart or similar complaint management systems (desirable).

4. Skill and Competency Requirements

Strong verbal and written communication skills, with the ability to tailor messaging to customer needs. High emotional intelligence and active listening skills to support vulnerable customers effectively. Excellent attention to detail and accuracy in documentation and decision-making. Effective time management and prioritisation skills to handle a busy caseload. Strong analytical and investigative skills to identify root causes and deliver fair outcomes. Confident in taking ownership, making decisions, and engaging in constructive, challenging conversations with stakeholders. Proficient in Microsoft Word, Excel, and internet-based research tools

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.

If you want to know more about OSBI, please click on the website link: www.osb-india.com



To know more about OSBI culture please find us on Instagram @OSBINDIA



To find out more about the roles & updates please follow our LinkedIn Page www.linkedin.com/company/osbi.