Redress Analyst

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

Support the Redress Team Manager in delivering the objectives of the business's bulk redress programme, which includes any current or emerging redress issues where customers have experienced detriment as a result of the business's actions.

Directly responsible for the end-to-end delivery of redress projects from initiation to closure in line with the business's standard Redress Approach, and taking personal ownership for their completion.

Key Accountabilities

• Investigating both complex bulk redress issues / incidents and smaller redress projects referred to the Redress Team.
• Planning redress projects to resolve any detriment and put the customer's account back into its original position had the issue / incident not occurred.
• Forecasting the timescales for each redress project deliverable, and regularly updating the Redress Team Manager on progress.
• Working with the Redress Data Administrator to:

o Request and analyse customer and account-level data sets.

o Complete customer journeys, impact and population assessments.

o Confirm what accounts are in-scope or out-of-scope for redress.

o Complete the required redress calculations.

o Arrange for any calculations to be assured by the Servicing Risk team.

o Submit trace requests to the trace supplier where updates to customer contact details are required.

o Send the trace results to IT Core Systems to upload the outputs to the account management platform.

o Creating and maintaining the data journey trackers for redress projects (the governance document that tracks all versions of all data sets used during a redress project).

o Submit redress populations to IT Core Systems, and arrange for the application of redress transaction codes and letter templates to customer accounts.

o Complete UAT and PIV testing to ensure that redress transactions and letters have been applied to accounts correctly.

• Consulting with the relevant business areas on the planning and execution of the customer contact campaign(s) required for each redress project (including any subsequent chaser campaigns for unclaimed redress) and providing support for inbound queries or complaints received by the business.
• Collaborating with any other business stakeholders as required e.g. Data Protection Office, Financial Crime Team, Compliance, Risk.
• Producing and maintaining high quality redress project documentation with minimal supervision; this includes redress methodology documents, proposal papers, action & decision logs, business communications, FAQs, and other pitches or packs as required.
• Maintaining and update the Redress Team's suite of Process Guides, and supporting the Redress Team Manager with the maintenance of the Redress Approach Document (the business's overarching redress methodology document).
• Effective stakeholder engagement and support at all levels, including participation in meetings, workshops, and governance forums as required.
• Completing any redress controls activity as required by the Servicing Risk team and Redress Team Manager (including, not limited to, any controls relating to unclaimed redress and data deletion).

Experience, Knowledge, Skills

• At least 3 years' experience in a business change or project analyst role, within a mortgage lending or other financial institution or significant demonstrable experience in complex, regulated environments.
• Working experience of planning and managing project deliverables and actions, and taking personal ownership of pieces of work from end-to-end.
• Excellent communication skills, both verbal and written; including experience of writing project plans, approach/methodology documents, proposals, process documentation, Exec Summary packs etc.
• Excellent planning and organisational skills, including experience with running action logs, project plans and trackers.

Candidates will be effective at:

• Evidencing excellent attention to detail and accuracy.
• Analysing customer and process-related issues and proposing their own solutions and plans.
• Showing resilience in a challenging environment, and working under pressure to meet deadlines.
• Balancing customer requirements with operational objectives.
• Managing expectations of key stakeholders at all levels of the organisation.