Servicing Specialist - Retentions & Contract Variation

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.

Complete all internal and external information/change requests for customers. Generating responses of a complex nature with regard to a specialised topic in an accurate and timely manner in adherence with policy, procedure and regulation. To act as a processing expert for both simple and complex tasks supporting improved business performance.

The Manual Litigation function sits with the Complex Servicing area. There are 4 key areas; Term Expired, Sole Deceased, Northern Irish Litigation and Eviction Forum Referrals.

This role will be Supporting the Retentions and Contract Variation process as a result of a customer request. Ensuring the customer receives the best outcome that suits their request, the team are required to investigate and question effectively and , by following the policy and mandates, provide the customer with the information and options available to allow them to make an informed decision. Providing an enhanced customer experience either through verbal or written communication, which may result in challenging discussions, ensuring that we follow the regulatory principal of an execution only sale and retaining the customer's account.

• 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.

• 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.

• 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

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.