Mortgage Litigation Specialist

1 month ago

UK, UK, United Kingdom Kensington Mortgages Full time

Litigation Specialist


Location: Remote (UK residents only)


Start Date: 7th October 2024


Working Hours: Monday - Friday 09:00 - 17:30




About Us


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.


Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.




What You Will Be Doing


This role will be a mixture of telephone and administrative tasks supporting customers who are in arrears.


The Litigation Team specialises in dealing with customers who are in arrears and require rehabilitation to avoid litigation.


You will effectively communicate with customers and third parties regarding mortgage payment difficulties and arrears as well as the litigation process. Establishing the customers reason for arrears, current financial and personal circumstances including any vulnerability, whilst identifying appropriate resolutions based on individual circumstances.¿ At all times adhering with internal and external policy, procedure and FCA regulations.




Key Accountabilities


  • To fully understand customer circumstances/financial difficulty including customer vulnerability to identify appropriate resolutions such as arrangements to pay or forbearance.
  • Support high volume calls and/or transactions across the wider area.
  • Resolve challenging customer communications and queries regarding payment difficulties and arrears to effective resolution.
  • Navigate customers through the mortgage litigation process.
  • Plan and prioritise allocated workloads against agreed service standards within the arrears and litigation area.
  • Ensure all work completed is done so in accordance with applicable policy, procedure and regulation whilst utilising judgement to resolve issues.
  • Resolve queries or referrals from both within and outside of the team.
  • Take ownership for investigating and responding to internal and external requests accurately and efficiently.
  • Consider risk when completing daily activities.
  • Identify process improvements and efficiencies and represent your area of specialism where required.
  • Carry out any reasonable tasks or duty as requested.
  • Compliance with process, policy and regulations.




What You Will Need

  • 1-2 years¿ experience within a litigation role within the financial services/mortgage industry or any regulated environment.
  • Good understanding of the mortgage arrears and litigation process for Scotland and Northern Ireland.
  • Good understanding of FCA regulations including money laundering, data protection, consumer duty and vulnerable customers.
  • Able to effectively meet individual and team targets in a pressurised environment.
  • Possess strong objection handling skills and problem resolving skills to quickly resolve customer complaints
  • Effectively balance customer requirements with departmental objectives.
  • Excellent time management skills.
  • Able to support and embrace change whilst adopting a positive attitude.
  • Understand and interpret numerous/complex collections processes and policies.
  • Proficient in using Microsoft office applications.


*Please note that we can only consider your application if you are available to start on the 7th October and to ensure you get the most out of our training, we ask that you avoid taking annual leave during the first 7 weeks.




Why Join Kensington Mortgages


Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can.


We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.


As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.


If you care deeply about making customers happy and want to make a Difference we'd love to hear from you

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