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Servicing Agent

4 months ago

Littlewick Green, United Kingdom Kensington Mortgage Company 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.

**Your Role**

As a Servicing Agent in our Customer Arrears Support Team you will be responsible for dealing with high volumes of calls from customers who have fallen behind on their mortgage payments. You will work with these customers to provide support to them and thebusiness and ultimately get their mortgage accounts back on track.

**Your Tasks**
- Answering calls from customers who are in arrears
- Managing challenging conversations with customers
- Identifying and resolving complaints at first point of contact where possible
- Carry out all calls in accordance with regulation, procedure and policy
- Identify process improvements and efficiencies
- Adherence to a daily schedule

**Your Skills & Experience**
- Empathy and exceptional customer service skills
- Attention to detail and accuracy
- An ability to balance customer requirements with business objectives

**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 opportunitiesavailable 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 flexible working practises allowing colleagues to split their work between office and home, as well as offering home based roles.

Currently we offer 25 days holiday (you can buy/sell up to 10 days on top of that), attractive pension scheme, life assurance and income protection as our core benefits but there is a whole list of other ones you can choose from through the flexible schemeto suit your individual needs.