Servicing Specialist

3 weeks ago


Remote, 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.**Overall Purpose of Job**
- To effectively communicate with customers and third parties regarding payment difficulties and arrears. Establishing reason for arrears, a full disclosure of customer circumstances whilst identifying appropriate resolutions based on the customers individual circumstances. At all times adhering with internal and external policy, procedure and FCA regulations.- Forbearance is a specialist team responsible for assisting customers who are struggling financially and are identified as vulnerable. The main purpose is to offer forbearance options to allow the customer to review and organise their finances and for the account to be rehabilitated and moved back to a stable position. You will be helping customers who have mental health problems, learning difficulties, disabilities and terminal or critical illness. Other tasks that you will be responsible for will be Deceased, Mortgage Restructuring Solutions and Non recoverable Seconds.**Key Accountabilities**
- Fully understand customer circumstances to identify appropriate resolutions.
- 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.
- Plan and prioritise allocated workloads against agreed service standards within the Arrears & Litigation 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**
- Arrears collection experience, preferably within the Financial Services/Mortgage Industry.
- Good understanding of the Arrears & Litigation Process.
- Good understanding of Vulnerable customer
- Good understanding of Forbearance options
- 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.
- Possess strong negation and reasoning skills.
- Able to effectively communicate and respond to customers in challenging situations both verbally and in writing.
- Effectively balance customer requirements with departmental objectives.
- Excellent time management skills.
- Able to support and embrace change whilst adopting a positive attitude.
- Understand and interpret numerous/complex collections processes and policies.
- Good understanding of FCA regulations including Money Laundering, Data Protection and Vulnerable Customers.
- Attention to detail and accuracy.

**Minimum Qualifications**
- GCSE Maths and English grade C or above or equivalent.

**Desirable Skills/Qualifications**
- 1-2 years¿ experience within an arrears Litigation/Forbearance role within the Financial Services/Mortgage Industry.**Home**

**Vacancy Description**:

- Servicing Specialist - Vulnerable Forbearance**015804**

**Rebecca Fenn



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