Customer Service 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

• Handling inbound queries relating to a wide range of topics including mortgage payments, account balances, interest rates, payment schedules, account updates and changes, terms and conditions etc.
• Updating customer information, processing account changes and ensuring detailed notes of customer interactions in the system.
• Taking ownership for investigating and responding to internal and external requests accurately and efficiently.
• Planning and prioritising allocated workloads in alignment with agreed service standards.
• Ensuring all work is completed in line with policies, procedures and regulations, exercising sound judgement to effectively resolve any challenges that may arise.
• Considering risk factors when completing daily tasks.
• Identifying opportunities for process improvements and efficiencies.
• Ensuring strict adherence to processes, policy and regulation.

VACANCY DESCRIPTION :

Customer Service Agent
020345

As a Customer Service Agent, you will engage with our customers over the telephone, addressing their questions, resolving any complaints and providing essential support for their mortgage or loan accounts.
From the moment an account opens until it closes, you will be there to help and ensure our customers have the best experience possible. Whether speaking to account holders or their third-party representatives, you will be a vital part of our Customer Service Team, ensuring a positive experience every time.