Mortgage Litigation Specialist

1 month ago

West Berkshire, United Kingdom Kensington Mortgages Full time
Mortgage Litigation Specialist
Location: Remote (UK residents only)
Start Date: 10th February 2025
Working Hours: Monday - Friday 09:00 - 17:30
Salary: Up to £27,000 + 25 days holiday and a fantastic range of benefits
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 are 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 have 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 is an approach that can make a real difference to people who want to own a property.
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.
  • 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 is completed in line with applicable policy, procedure and regulation whilst utilising judgement to resolve issues.
  • Take ownership for investigating and responding to internal and external requests accurately and efficiently.
  • Identify process improvements and efficiencies and represent your area of specialism where required.
  • Compliance with process, policy and regulations.

What You Will Need
  • 1-2 years experience within a collections/arrears litigation role within the financial services/mortgage (preferred) industry or a regulated environment.
  • Good understanding of the mortgage arrears and litigation process for Scotland and Northern Ireland.
  • 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.
  • Understand and interpret numerous/complex collections processes and policies.
  • Good understanding of FCA regulations including money laundering, data protection, consumer duty and vulnerable customers.
  • Good understanding of Microsoft office applications.
Please only apply if you have experience of working within a collections/arrears litigation role.
Please also note that we can only consider your application if you are available to start on the 10th February 2025 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 are an inclusive and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We are a place where you can be you.

If you care deeply about making customers happy and want to make a Difference - we would love to hear from you.

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