Forbearance / Vulnerable Servicing Specialist

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 predominately an internal and external telephone based role suporting customers deemed as vulnerable.

This role will be to act as a processing expert for both simple and complex tasks supporting improved business performance.

Forbearance is a specialist team responsible for assisting customers who may be struggling financially and who are identified as vulnerable. The main purpose is to offer forbearance options to allow the customer to review and organise their finances and for the account to be rehabilitated and moved back to a stable position.

You may be helping customers who have mental health problems, learning difficulties, disabilities and terminal or critical illness. Other tasks that you will be responsible for will be Deceased, Mortgage Restructuring Solutions and Non recoverable Seconds.

Key Accountabilities

• Plan and prioritise allocated workloads against agreed service standards within a complex and specialised area.
• Take ownership for investigating and responding to internal and external requests accurately and efficiently.
• Competent to support high volume calls and/or transactions across the wider area.
• Resolve challenging customer communications and queries regarding the area of specialism to effective resolution.
• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues.
• Resolve queries or referrals from both within and outside of the team.
• Consider risk when completing daily activities.
• Identify process improvements and efficiencies and represent your area of specialism where required.
• Carry out any reasonable task or duty as requested.

Experience, Knowledge, Skills

• Able to support and embrace change whilst adopting a positive attitude.
• Experience of working in a target driven environment centred on customer delivery.
• Understanding of Microsoft office applications.
• Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
• Understanding numerous/complex customer administration processes and policies.
• Experience of working in a customer facing/engagement environment and resolving customer complaints.
• Possess technical knowledge within the financial services industry around simple and complex queries and transactions.
• Experience and knowledge of working in a specialised area within the financial services and mortgage industry.

Candidates will be effective at:

• Attention to detail and accuracy.
• Keying, processing, of all customer and 3rd party incoming workloads.
• Using and understanding core systems within customer contact and administration environments.
• Balancing customer requirements with departmental objectives.
• Taking ownership of queries and responding within a timely manner.
• Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously.
• Articulating and executing requirements within their area of specialism

This is a full time, fully remote working role that will start on Monday 13th May, 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 first few weeks of the training period.

Benefits

25 Days Annual Leave (plus Bank Holidays)

Company Pension Scheme

Discretionary Annual Bonus Scheme

Private Medical & Dental Insurance

Fully Remote Working

Life Assurance

Holiday Buy and Sell

Plus access to employee discount portal

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.