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.
Overall Purpose of Job
This role will be a mixture of telephone an 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.
Litigation is a multi-skilled team who complete administrative tasks and telephone calls from our customers. This is a phone based and admin role. In the role you will learn the flow of an account that is being litigated on. This starts from instructing solicitors all the way through to eviction stage. In the role you will learn and understand the legal process.
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.
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 within a mortgage litigation role
- Great telephone manner
- 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.
Desirable Skills/Qualifications
- 1-2 years' experience within an Litigation role within the Financial Services/Mortgage Industry.
- Good understanding of the Litigation Process for Mortgages.
- Good understanding of the Mortgage Arrears & Litigation Process for Scotland & Northern Ireland
Important Information:
This role will officially begin on Monday August 5th, if you cannot start on this date regrettably we cannot accept your application.
Please also note due we would also ask no annual leave for the first few weeks due to the training schedule.
Working Hours - Monday-Friday: 09:00-17:30
Location - Remote Working
Your Opportunity:
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.
If you want to make a Difference, apply now.
Work Location: Remote