Payments Management Analyst

at  Kensington Mortgages

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 from 1 March 2023, 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

• Plan and prioritise allocated workloads against agreed service standards.
• Take ownership for investigating and responding to internal and external requests accurately and efficiently.
• Competent to support high volume calls and/or transactions across the wider area.
• Resolve challenging customer communications and queries to effective resolution.
• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues.
• Resolve queries or referrals from both within and outside of the team.
• Consider risk when completing daily activities.
• Identify process improvements and efficiencies and represent your area of specialism where required.
• Carry out any reasonable task or duty as requested.

EXPERIENCE, KNOWLEDGE, SKILLS

• Able to embrace change whilst adopting a positive attitude.
• Experience of working in a target driven environment centred on customer delivery.
• Understanding of Microsoft office applications.
• 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.
• Possess technical knowledge within the financial services industry around simple and complex queries and transactions.

VACANCY DESCRIPTION :

Payments Management Analyst
019884

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.
The main responsibility of the Payments Management Team is ensuring all incoming customer payments are allocated and applied to the customers mortgage accounts. ¿
These payments consist of direct debits, debit cards, cheques, standing orders, bank giros, DWP payments and transfers. The team is also responsible for processing 3rd party invoices which are being charged to the customers accounts among other tasks which would include but is not limited to, redemption and closure of accounts and investigation of un-reconciled transactions.