Customer Service - Arrears

Please note, due to the Coronavirus we will be conducting all interviews via telephone / video calling When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Nearly 25 years later, we’re the UK’s leading residential 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. 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.