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Customer Arrears Agent

4 months ago

Birmingham, United Kingdom Kensington Mortgages Full time

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 role is predominately an inbound telephone based role supporting customers in financial difficulties.


The role is to effectively communicate with early arrears customers and third parties regarding mortgage payment difficulties and arrears. Establishing the customers reason for arrears, current financial and personal circumstances including any vulnerability, whilst identifying appropriate resolutions based on individual circumstances. At all times adhering with internal and external policy, procedure and FCA regulations.


Our Customer Arrears Support Team 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.

Complete all internal and external information / change requests for customers. Generating responses which may be of a complex nature or with regard to a wide range of topics in an accurate and timely manner in adherence with policy, procedure and regulation.


Key Accountabilities

  • Fully understand customer circumstances/financial difficulty including customer vulnerability to identify appropriate resolutions such as arrangements to pay or forbearance.
  • 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.
  • Able to navigate customers through the mortgage pre-litigation process.
  • Plan and prioritise allocated workloads against agreed service standards within the Early Arrears area.
  • Ensure all work completed is done so in accordance with applicable policy, procedure and regulation whilst utilising judgement to resolve issues.
  • Resolve queries or referrals from both within and outside of the team.
  • Take ownership for investigating and responding to internal and external requests accurately and efficiently.
  • 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.
  • Compliance with process, policy and regulations.



Experience, Knowledge, Skills

  • Telephone/Call Centre arrears/collection experience, preferably within the Financial Services/Mortgage Industry.
  • Good understanding of Vulnerable customers and identifying vulnerability
  • Good understanding of Support options/sign posting
  • Possess strong negotiation and reasoning skills for effective resolutions such as Income and Expenditure completion, agreeing arrangements to pay etc.
  • Able to effectively probe and question as well as show empathy to customers.
  • Able to effectively communicate and respond to customers in challenging situations both verbally and in writing.
  • Able to effectively meet individual and team targets in a pressurised environment.
  • Possess strong objection handling skills and problem resolving skills to quickly resolve customer complaints.
  • Effectively balance customer requirements with departmental objectives.
  • Excellent time management skills.
  • Able to support and embrace change whilst adopting a positive attitude.
  • Good understanding of Microsoft office applications.
  • Attention to detail and accuracy



Candidates will be effective at:

  • 1-2 years’ experience within an arrears role within the Financial Services/Mortgage Industry.
  • Good understanding of the Early Arrears Mortgage Process.
  • Good understanding of Forbearance options
  • Understand and interpret numerous/complex collections processes and policies.
  • Good understanding of FCA regulations including Money Laundering, Data Protection, Consumer Duty, and Vulnerable Customers.


Important Information:


This role will officially begin on Monday August 5th, if you cannot start on this date regrettably we cannot accept your application.


Please also note due we would also ask no annual leave for the first few weeks due to the training schedule.


Working Hours - Monday-Friday: 09:00-17:30

Location - Remote Working


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.