Servicing Consultant

When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Nearly 25 years later, we're the UK's leading residential specialist mortgage lender still blazing a trail offering people the chance to get a mortgage.- Where high street lenders see black and white, we've always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it's an approach that can make a real difference to people who want to own a property.- It's what we call the Kensington Difference.**Overall Purpose of Job**
- Provide support and assistance to Servicing Agents, Specialists, Analysts, Investigators and Management to enable effective and efficient outcomes for customers. Complete all internal and external information/change requests for customers. Generating responses of a complex nature with regard to a specialised topic in an accurate and timely manner in adherence with policy, procedure and regulation. To act as a processing expert for both simple and complex tasks supporting improved business performance.- Quality Assurance and Controls assess agent adherence of the processes across our Servicing Teams with an overall focus on customer outcome. Where training, knowledge gaps are identified, the Quality and Controls Team will make recommendations to improve performance or where process gaps have been found, recommendations will be made to enhance the process.-
**Key Accountabilities**
- Act as a role model to motivate and inspire others.
- Carry out quality checking to ensure service delivery standards are met.
- Support the training, coaching and development of Agents, Specialists, Analysts and Investigators to close skill and knowledge gaps improving team member performance.
- Plan and prioritise allocated workloads against agreed service standards within a complex and specialised area. Review, plan and prioritise workloads for others.
- Take ownership for investigating and responding to internal and external requests accurately and efficiently.
- Competent to support high volume calls and/or transactions across the wider area.
- Resolve challenging customer communications and queries regarding the area of specialism and the wider area to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues.
- Resolve queries or referrals from both within and outside of the team. Handling non-standard and/or technical queries including complex referrals, complaints and escalations from other team members or departments.
- Consider and investigate risk when completing daily activities.
- Identify process improvements and efficiencies and represent your area of specialism where required.
- Represent Servicing in change programmes as required, sharing knowledge to help formulate requirements, test plans and execute testing where required.
- Carry out any reasonable task or duty as requested.

**Experience, Knowledge, Skills**
- Ability to coach and develop team member skills and monitor progress.
- A positive attitude and resilience when faced with challenging situations.
- Ability to assess, analyse and recommend solutions to customer and process related issues.
- Ability to plan, prioritise and monitor progress of workloads against KPI¿s and business objectives.
- The ability to communicate both verbally and in writing to different stakeholders.
- Able to support and embrace change whilst adopting a positive attitude.
- Experience of working in a target driven environment centred on customer delivery.
- 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.
- Experience and knowledge of working in a specialised area within the financial services and mortgage industry.
- Supporting and developing others.
- Championing attention to detail and accuracy.
- Keying, processing, of all customer and 3rd party incoming workloads.
- Using and understanding core systems within customer contact and administration environments.
- Balancing customer requirements with departmental objectives.
- Taking ownership of complex queries, escalations and complaints and responding within a timely manner.
- Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously.
- Articulating and executing requirements within their area of specialism.
- Managing change whilst adopting a positive attitude if faced with challenging situations.

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