Customer Arrears Agent

at  Kensington Mortgages

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.
It is 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.

KEY ACCOUNTABILITIES

• To fully understand customer circumstances/financial difficulty including customer vulnerability and 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.
• To navigate customers through the mortgage pre-litigation process.
• Plan and prioritise allocated workloads against agreed service standards within the early arrears area.
• Ensure all work is completed in line with applicable policy, procedure and regulation whilst utilising judgement to resolve issues.
• Resolve queries or referrals from both within and outside of the team.

DESIRABLE SKILLS

• Good understanding of forbearance options.
• Good understanding of FCA regulations including money laundering, data protection and consumer duty.
• Please 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.

VACANCY DESCRIPTION :

Customer Arrears Agent
020343

The role involves communicating with early arrears customers and third parties regarding mortgage payment difficulties and assessing the reasons for arrears, the customer’s financial and personal circumstances, including any vulnerability and identifying suitable solutions.
Our Customer Arrears Support Team are the first point of contact for customers predominantly 0-3 months in arrears. Agents will speak to customers over the telephone about their arrears balances with an aim to rehabilitate them, whether that is agreeing an arrangement, sending out a regulated third party or sign posting them to an external organisation for further help and support.
Agents will handle customer correspondence, attempt contact to resolve queries and log any complaints, aiming to resolve them at first point of contact within the department.