Servicing Investigator

3 weeks ago

Maidenhead, Windsor and Maidenhead, United Kingdom Kensington Mortgages Full time

Job Summary

Kensington Mortgages is a leading specialist mortgage lender, and we're seeking a skilled Servicing Investigator to join our team. As a Servicing Investigator, you will play a critical role in administering and completing all complaint activities, generating responses to complex inquiries, 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 creating an inclusive and supportive culture where differences are recognized, understood, and valued. We offer a range of benefits, including opportunities for development and growth, a supportive work environment, and a competitive compensation package.

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