Do you have experience in a telephone-based role? Are you a strong communicator with excellent attention to detail? If so, Kensington Mortgage wants to hear from you! We are currently hiring for the position of Customer Service Agent.
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 Service Agent!
Position: Customer Service Agent
Salary: £24,500 a year
Job Type: Full Time
Location: Remote, UK
About the Role
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.
Main Duties
- 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.
Qualifications
- Previous experience gained within a telephony-based role is essential (experience within the financial services/mortgage industry would be advantageous).
- Experience of working in a target driven customer focussed environment.
- Effective communication skills to respond to customers both verbally and in writing.
- The ability to identify and support vulnerable customers.
- The ability to probe and question as well as show empathy to customers.
- Strong objection handling and problem resolving skills to swiftly 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.
- The ability to support and embrace change whilst adopting a positive attitude.
- Attention to detail and accuracy.
- The ability to balance customer requirements with departmental objectives.
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.
Benefits
- Employee Focus: Kensington Mortgages prioritizes employee satisfaction and well-being.
- Professional Development: The company encourages personal and professional growth by offering development opportunities.
- Work-Life Balance: Kensington values work-life balance and provides benefits to support employees.
- Inclusive Culture: The company fosters an inclusive culture that celebrates diversity and individuality.
- Equal Opportunity: Kensington is committed to equal opportunity and anti-racism.
Required Documents
- CV/Resume
- Cover Letter
Application Process
Interested and qualified candidates should kindly CLICK HERE to learn more and apply
Application Deadline
December 20, 2024