Servicing Agent - CAST Remote
Kensington Mortgages
Full Time
Remote
10.56 - 12.04 GBP Today
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.
Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.
Overall Purpose of Job
This is a predominately a remote working customer service telephone based role taking inbound calls from existing customers.
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.
This role is to effectively communicate with customers and third parties regarding payment difficulties and arrears. Establishing reason for arrears, a full disclosure of customer circumstances whilst identifying appropriate resolutions based on the customers individual circumstances. At all times adhering with internal and external policy, procedure and FCA regulations.
Key Accountabilities
- Fully understand customer circumstances/financial difficulty including customer vulnerability to identify appropriate resolutions.
- Support high volume calls and/or transactions across the wider area.
- Resolve challenging customer communications and queries regarding payment difficulties and arrears to effective resolution.
- Ensure all work completed is done so in accordance with applicable policy, procedure and regulation whilst utilising judgement to resolve issues.
- Consider risk when completing daily activities.
- Carry out any reasonable task or duty as requested.
- Compliance with process, policy and regulations.
- Plan and prioritise allocated workloads against agreed service standards.
- Take ownership for investigating and responding to internal and external requests accurately and efficiently.
Experience, Knowledge, Skills
- Arrears collection experience, preferably within the Financial Services/Mortgage Industry
- Able to effectively meet individual and team targets in a pressurised environment.
- Possess negotiation and reasoning skills.
- Able to effectively communicate and respond to customers in challenging situations
- Effectively balance customer requirements with departmental objectives.
- Able to support and embrace change whilst adopting a positive attitude
- Understanding of collections processes and policies.
- Good understanding of Microsoft office applications.
- 1-2 years¿ experience within an arrears role within the Financial Services/Mortgage Industry.
- Good understanding of FCA regulations including Money Laundering, Data Protection and Vulnerable Customers.
Qualifications
- GCSE Maths and English grade C or above or equivalent.
**This is a full time, fully remote working role that will start on Monday 30th October, you MUST be available to start on this day otherwise we cannot consider your application.
**We would also ask no long periods of holiday during the training period.
Role - Servicing Agent
Location - Fully Remote
Hours of Work - Monday to Friday 09:00-17:30
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.
We offer a number of benefits which can be found HERE
If you want to make a Difference, apply now.
Home
Vacancy Description :
Servicing Agent - CAST
017204
Leanne Fowler/Charlie Gardner
