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Servicing Investigator
2 months ago
Job Summary
Kensington Mortgages is a leading specialist mortgage lender, and we're looking for a skilled Servicing Investigator to join our team. As a Servicing Investigator, you will be responsible for administering and completing all complaint activities, generating responses to complex complaints, and acting as a process and investigative expert for both simple and complex tasks.
Key Responsibilities
- Plan and prioritize allocated workloads against agreed service standards.
- Take ownership for investigating and responding to internal and external requests accurately and efficiently.
- Competent in handling redress calls and/or transactions and resolving challenging customer communications and queries to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure, and policy while utilizing judgment to resolve issues and record trends.
- Resolve queries or referrals from both within and outside of the team.
- Consider risk when completing daily activities.
- Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.
- Carry out any reasonable task or duty as requested.
Requirements
- Experience and knowledge of working within Financial Services is essential.
- Able to embrace change while adopting a positive attitude.
- Experience of working in a target-driven environment centered on customer delivery.
- Understanding of Microsoft office applications.
- Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
- Understanding numerous/complex customer administration processes and policies.
- Experience of working in a customer-facing/engagement environment and resolving customer complaints.
- Possess technical knowledge within the financial services industry around simple and complex queries and transactions.
What We Offer
Kensington Mortgages is committed to providing a supportive and inclusive work environment. We offer a range of benefits, including opportunities for professional development and a competitive salary package. If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we'd love to hear from you.
