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Mortgage Special Servicing Consultant

1 month ago

Bristol, 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 are 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 have 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 is an approach that can make a real difference to people who want to own a property.


It is what we call the Kensington Difference


Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC 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:


Due to business growth we are recruiting for a Servicing Consultant to support within our Special Servicing Department.


The principal responsibility of the Servicing Consultant role is to provide support and assistance to both Servicing Agents and Servicing Specialists as well as deputising and supporting Team Managers in ensuring we communicate with customers and/or their representatives (e.g. solicitors, debt advisors, third parties) in order to provide solutions when servicing loans & mortgages.


Special Servicing comprises of, Customer Arrears Support Team, Forbearance / Vulnerable and Litigation Teams.





Key Accountabilities:

  • Act as a role model to motivate and inspire others to treat customers fairly when servicing accounts, whilst maintaining compliance in legal and regulatory principles.
  • To uphold and embody company values to ensure we do the right thing for our customers, people and clients
  • Handle non-standard and/or technical queries including complex referrals or escalations from customers, agents or departments
  • Completing quality checks to provide quality assurance and support the training and development of Agents and Specialists.
  • Support the development of Agents and Specialists to identify trends and skill/knowledge gaps as well as recommend any bespoke training or coaching required
  • Carry out Servicing Agent or Specialist related activities when required
  • Support the review of processes and procedures as part of a continuous improvement
  • Represent Servicing by contributing to change programmes as required, sharing knowledge to help formulate requirements and test plans, executing UAT and PIV where required.
  • Carry our other tasks and duties as assigned by Team Manager and acting as deputy for Team Manager when required



Experience, Knowledge, Skills

  • Achieve and maintain excellent quality check results.
  • Maintain consistent outcomes and results for quality checks on Agents/Specialists from the quality team
  • Ability to coach and develop colleagues to develop their skills and help monitor their progress
  • Positive attitude and resilient when faced with challenging situations
  • Ability to assess, analyse and recommend solutions to customers and process related challenges/problems
  • Ability to plan, prioritise and monitor progress of workloads against agreed service standards and objectives
  • The ability to present findings or recommendations in stakeholder meetings.



Qualifications


  • Previous experience at working within a target-driven, fast paced, telephone based financial services environment with a desire to achieve excellent customer service and exceed expectations
  • Experience in handling varying priorities whilst maintaining a customer focus
  • Worked as part of a team and can manage change whilst adopting a positive attitude if faced with challenging situations



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 are an inclusive and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We believe in the strength of diversity and see inclusion as a strategic advantage. We are a place where you can be you.


We have an excellent range of benefits which can be found Careers | Kensington Mortgages