OSB Group has announced a new multi-term partnership with fintech firm, Paylink Solutions, to improve its customer support.

The move aims to demonstrate best practice around understanding customer affordability in the mortgage lending sector, OSB Group stated, as it looks to improve its engagement with customers.

Utilising Paylink’s Embark application and open banking, customers will be able to pre-populate their budget using the Embark application. Through its multi-brand functionality, OSB Group has affordability workflows in place for five lending brands and will use Embark’s data end points to automate the assessment process.

Further specialist support will also be available through Embark’s unique integration with free debt advice provider, PayPlan. This means customers needing free debt advice will be able to access PayPlan’s support through a wide variety of channels, including live chat or via a call back.

With consent, PayPlan can access a customer’s income and expenditure information and review their financial circumstances in real-time, making the process of getting debt advice as seamless as possible.

Director of development and partnerships at Paylink Solutions, Andrew Alder, said: “We’re delighted to be working with OSB Group who have made a significant investment in supporting their staff and customers – as the impact of increasing cost of living on consumer’s increases, this couldn’t have been done at a better time.”

Group director of collections and servicing at OSB Group, Tony Botteley, added: “Embark has helped us streamline our processes and better understand our customer’s individual needs, while improving operational efficiency. The integration of free debt advice was a particularly important factor, given the current economic climate and helps us offer our impacted customers tailored support.”

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