Payments Management Analyst

When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we're the UK's leading 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**

Complete all internal and external information/change requests for customers. Generating responses which may be of a complex nature or with regard to a wide range of topics 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. To ensure all customer payments are applied to customer accounts daily. Identifying risks.

SME for all payments tasks

**Key Accountabilities**
- Back office tasks - Plan and prioritise allocated workloads against agreed service standards. Ensure all work that is allocated to an individual is completed the same day and if they are unable to complete the allocation then they are required to raisethis with the Customer Services Team managers.
- Ensuring customer payments made via bank transfer are applied daily.
- Redemption monies are applied daily where possible.
- Direct Debits are submitted.
- Take ownership for investigating and responding to internal and external requests accurately and efficiently.
- Working towards becoming a competent back office specialist
- All work completed to be completed in accordance with applicable regulation, process and policy.
- Consider risks, including DPA when completing daily activities.
- Identify process improvements and efficiencies.
- Complete regular timings for back office tasks on request from a Team Manager.

**Experience, Knowledge, Skills**
- Able to 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 at the first point of call.
- 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.
- Attention to detail and accuracy.
- Keying, processing, of all customer and 3rd party incoming payments and queries.
- Using and understanding core systems within customer contact and administration environments.
- Balancing customer requirements with departmental objectives.
- Taking ownership of queries and responding within a timely manner.
- Managing challenging conversations with customers and achieving an effective resolution/outcome at the first point of call and or escalated to the complaints team.
- Escalated complaint calls from an agent to be dealt with achieving a resolution / outcome at the first point of contact and or escalated to the complaints team.
- Contacting customers for source of funds/ID&V
- Attention to detail and accuracy.
- Using and understanding core systems within customer contact and administration environments.
- Articulating and executing requirements within their area of specialism (SME )
- Assisting Customer Service telephone line when required

**Minimum Qualifications**
- GCSE Maths and English grade C or above or equivalent.