Customer Service Representative

6 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 individual to join our team as a Customer Service Representative. As a key member of our Customer Service Team, you will be responsible for providing exceptional support to our customers, addressing their queries, resolving complaints, and ensuring a positive experience.

Key Responsibilities

  • Handle inbound queries related to mortgage payments, account balances, interest rates, payment schedules, account updates, and changes.
  • Update customer information, process account changes, and maintain detailed notes of customer interactions.
  • Investigate and respond to internal and external requests accurately and efficiently.
  • Plan and prioritize allocated 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.
  • Consider risk factors when completing daily tasks.
  • Identify opportunities for process improvements and efficiencies.
  • Adhere to strict processes, policy, and regulation.

Requirements

  • Previous experience in a telephony-based role is essential, with experience in the financial services/mortgage industry being advantageous.
  • Experience working in a target-driven customer-focused environment.
  • Effective communication skills to respond to customers verbally and in writing.
  • Ability to identify and support vulnerable customers.
  • Ability to probe and question, as well as show empathy to customers.
  • Strong objection handling and problem-solving skills to swiftly resolve customer complaints.
  • Proficiency in Microsoft Office applications and ability to navigate multiple systems while speaking to customers.
  • Ability to support and adapt to change, with a positive attitude.
  • Attention to detail and accuracy.
  • Ability to balance customer requirements with departmental objectives.

About Us

Kensington Mortgage Company is a leading specialist mortgage lender, committed to providing exceptional customer service and support. We value diversity and inclusion, and we are an equal opportunities employer. If you are a customer-focused individual with a passion for delivering exceptional service, we would love to hear from you.

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