Customer Arrears Specialist

7 days ago

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

We are seeking a highly skilled and experienced Customer Arrears Specialist to join our team at Kensington Mortgage Company. As a key member of our Customer Arrears Support Team, you will play a critical role in communicating with customers who are experiencing mortgage payment difficulties.

Key Responsibilities
  • Assess customer financial and personal circumstances, including vulnerability, to identify suitable solutions.
  • Communicate with customers and third parties to resolve mortgage payment difficulties.
  • Handle customer correspondence, attempt contact to resolve queries, and log complaints.
  • Navigate customers through the mortgage pre-litigation process.
  • Plan and prioritize workloads against agreed service standards.
  • Ensure all work is completed in line with applicable policy, procedure, and regulation.
Requirements
  • Collections/arrears experience in a telephony environment is essential.
  • Good understanding of vulnerable customers and identifying vulnerability.
  • Strong negotiation and reasoning skills for effective resolutions.
  • Ability to effectively probe and question, as well as show empathy to customers.
  • Proficiency in Microsoft Office applications and ability to navigate multiple systems.
What We Offer

We offer a competitive salary, days holiday, and a fantastic 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.

About Us

Kensington Mortgage Company is a leading specialist mortgage lender that offers mortgages to people who may not meet traditional criteria. We pride ourselves on our expertise and manual underwriting capability, which allows us to see the shades in between and make a real difference to people who want to own a property.

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