Kensington Mortgages is looking for an experienced and empathetic Customer Arrears Agent with a background in customer service or telephony and excellent communication skills to join our team. This fully remote role, open to UK residents, offers a fantastic opportunity to support customers in managing their financial commitments while advancing your career in a dynamic and supportive organization.
About the Company
Kensington Mortgage is a leading provider of tailored mortgage solutions in the UK. We pride ourselves on delivering exceptional customer service and building long-lasting client relationships. Our team is dedicated to offering personalized support that meets the unique needs of each customer.
Why Join Us?
Work in a dynamic, customer-focused environment.
Be part of a trusted, industry-leading organization.
Opportunities for growth and career development.
If you’re ready to take the next step in your career, apply today to join Kensington Mortgage as a Customer Arrears Agent!
Position: Customer Arrears Agent
Salary: Up to £24,500
Job Type: Full Time
Location: Remote, UK
About the Role
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.
Main Duties
- 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.
Qualifications
- Collections/arrears experience gained within a telephony environment is essential (within the financial services/mortgage industry would be advantageous).
- Good understanding of vulnerable customers and identifying vulnerability.
- Good understanding of support options/sign posting.
- Strong negotiation and reasoning skills for effective resolutions such as income and expenditure completion, agreeing arrangements to pay etc.
- The ability to effectively probe and question as well as show empathy to customers.
- The ability to effectively communicate and respond to customers in challenging situations both verbally and in writing.
- Possess strong objection handling skills and problem resolving skills to quickly resolve customer complaints.
- Proficiency in Microsoft Office applications and the ability to navigate confidently and quickly around multiple systems, whilst speaking to customers over the telephone is essential.
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 7th April 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 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.
We are an inclusive, anti-racist 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 believe in the strength of diversity and see inclusion as a strategic advantage. We are a place where you can be you.
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
Required Documents
- CV/Resume
- Cover Letter
Application Process
Interested and qualified candidates should kindly CLICK HERE to learn more and apply
Application Deadline
January 31, 2025