Mortgage Servicing Agent - (Customer, Arrears, Support Team) Remote
Job description
When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we're the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage.
Where high street lenders see black and white, we've always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it's an approach that can make a real difference to people who want to own a property.
It's what we call the Kensington Difference.
Your Role
As a Servicing Agent in our Customer Arrears Support Team you will be responsible for dealing with high volumes of calls from customers who have fallen behind on their mortgage payments. You will work with these customers to provide support to them and the business and ultimately get their mortgage accounts back on track.
Customer Arrears Support are the first point of contact for customers predominantly 0-3 months in arrears. Agents will speak to customers about their arrears balances with an aim to rehabilitate them whether that's agreeing an arrangement, sending out a regulated 3rd party or sign posting them to an external organisation for further help and support. Agents will also work correspondence received from customers and will attempt contact with the customer, so we can resolve their query. Agents will log any complaints a customer raises with them and champion achieving resolution within the department at first point of contact.
Your Tasks
- Answering calls from customers who are in arrears
- Managing challenging conversations with customers
- Identifying and resolving complaints at first point of contact where possible
- Carry out all calls in accordance with regulation, procedure and policy
- Identify process improvements and efficiencies
- Adherence to a daily schedule
Your Skills & Experience
We are looking for employees who share our passion to make a difference and scratch under the surface to find the not obvious solutions. We are keen to see applications from candidates who can demonstrate:
- Empathy and exceptional customer service skills
- Attention to detail and accuracy
- An ability to balance customer requirements with business objectives
Your Opportunity
Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can.
We also recognise the fact that people seek work - life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.
If you want to make a Difference, apply now.
**This role will begin on 27th March, so you must be available then and for the following weeks**
Job Type: Full-time
Salary: £21,000.00-£22,000.00 per year
Benefits:
- Additional leave
- Company pension
- Employee discount
- Flexitime
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Work Location: Remote
