Customer Service Representative

5 days ago

Maidenhead, Windsor and Maidenhead, United Kingdom Kensington Mortgage Company Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Agent to join our team at Kensington Mortgage Company. As a key member of our Customer Service Team, you will play a vital role in ensuring our customers have a positive experience with our mortgage and loan accounts.

Key Responsibilities
  • Handle inbound queries from customers regarding various topics, including mortgage payments, account balances, interest rates, and payment schedules.
  • Update customer information, process account changes, and maintain detailed notes of customer interactions in our system.
  • Investigate and respond to internal and external requests accurately and efficiently.
  • Plan and prioritize workloads in alignment with agreed service standards.
  • Ensure all work is completed in line with policies, procedures, and regulations, exercising sound judgment to effectively resolve any challenges that may arise.
  • Identify opportunities for process improvements and efficiencies.
Requirements
  • Previous experience in a telephony-based role is essential, with experience in the financial services or mortgage industry being advantageous.
  • Effective communication skills to respond to customers verbally and in writing.
  • The ability to identify and support vulnerable customers.
  • Strong objection handling and problem-solving skills to swiftly resolve customer complaints.
  • Proficiency in Microsoft Office applications and the ability to navigate multiple systems while speaking to customers over the telephone.
  • A positive attitude and ability to support and adapt to change.
What We Offer

We offer a competitive salary, 25 days' holiday, and a range of benefits. As a reputable employer regulated by the Financial Conduct Authority, all offers of employment are subject to a series of background checks, including criminal and financial checks.

We are an inclusive, anti-racist, and equal opportunity employer that values diversity. We believe in the strength of diversity and see inclusion as a strategic advantage. We are a place where you can be you.

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