Job Description
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 OSB’s Value Driven Behaviours framework
1. 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 Group’s administrative support functions are performed by its wholly owned OSB India operation, based in Bangalore, India
2. 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 Bank’s 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.
3. 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.
4. 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 good 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.,).
5. 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
6. 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
7. 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.,
8. 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.
This job description defines the role as it exists now. It is not meant to represent an exclusive description of the job holder’s responsibilities as these may vary from time to time in line with the needs of the business. The role may change and evolve over time and any changes will be communicated as necessary
Responsibilities
Job Description
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 OSB’s Value Driven Behaviours framework
1. 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 Group’s administrative support functions are performed by its wholly owned OSB India operation, based in Bangalore, India
2. 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 Bank’s 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.
3. 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.
4. 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 good 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.,).
5. 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
6. 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
7. 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.,
8. 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.
This job description defines the role as it exists now. It is not meant to represent an exclusive description of the job holder’s responsibilities as these may vary from time to time in line with the needs of the business. The role may change and evolve over time and any changes will be communicated as necessary
Salary : Rs. 4,00,000.0 - Rs. 7,00,000.0
Industry :IT-Software / Software Services
Functional Area : IT Software - Application Programming , Maintenance
We are seeking an experienced Automotive High-Speed Hardware Design Engineer/Lead to design and develop advanced electronic control and compute platforms for ADAS, Cockpit, IVI, and Connectivity systems. The role focuses on SoC-based, ASIL-D compliant hardware platforms with expertise in high-speed interfaces, thermal design, Signal Integrity (SI), Power Integrity (PI), and multi-sensor integration including camera, radar, LiDAR, and sensor-fusion systems.
The candidate will work closely with system architects, PCB designers, mechanical/thermal engineers, and software teams to develop robust, production-grade automotive hardware solutions from concept through validation and production.
Responsibilities
Lead hardware design and development for ADAS, Cockpit, IVI, and Connectivity ECUs from concept to production.
• Design high-speed digital boards using advanced SoCs and interfaces including DDR4/DDR5, LPDDR, PCIe, Ethernet (RGMII/SGMII/RMII/10G), USB, MIPI CSI/DSI, SerDes, and CAN-FD.
• Perform schematic design, component selection, circuit design, and BOM optimization while ensuring automotive-grade reliability and cost efficiency.
• Conduct Signal Integrity (SI) and Power Integrity (PI) analysis for critical high-speed signals and power rails and provide technical guidance for design improvements.
• Support thermal design and validation in collaboration with mechanical and thermal engineering teams to ensure reliable operation under automotive environmental conditions.
• Ensure compliance with ASIL-D and ISO 26262 requirements for safety-critical hardware designs.
• Participate in FMEA, FMEDA, safety architecture reviews, and hardware safety analysis.
• Integrate and interface with camera, radar, LiDAR, and sensor-fusion modules while ensuring signal quality, timing, synchronization, and system reliability.
• Collaborate with PCB layout engineers on constraint-driven PCB design, including impedance control, stack-up selection, high-speed routing, and design-for-manufacturing considerations.
• Work closely with system architecture, software, mechanical, thermal, validation, and other cross-functional teams to deliver production-ready hardware platforms.
• Lead technical discussions, design reviews, debugging, validation, and issue resolution throughout the hardware development lifecycle.
Salary : As per industry standard.
Industry :IT-Software / Software Services
Functional Area : IT Software - Application Programming , Maintenance
