Servicing Investigator - Maidenhead, United Kingdom - Kensington Mortgages

Kensington Mortgages

Verified Company

Maidenhead, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

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.

KMC 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.
An exciting opportunity has arisen for a Servicing Investigator in Redress on a 12 months secondment basis.
The Redress department deals with projects and issues that may arise from either risk events or other incidents which are either driven by regulatory requirement, client request or by other means. The focus of redress is a retrospective process where the business will investigate cases and consider detriment delivering compensation (redress) to customers who have not received fair treatment and looking to put the customer back into the position they would have been had the issue not happened. These activities must be carried out by experienced case handlers with robust processes to ensure they are objective and fair.

Overall Purpose of Job:

Administer and complete all redress activities. 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 process and investigative expert for both simple and complex tasks supporting improved customer outcomes.
The Redress department deals with projects and issues that may arise from either risk events or other incidents which are either driven by regulatory requirement, client request or by other means. The focus of redress is a retrospective process where the business will investigate cases and consider detriment delivering compensation (redress) to customers who have not received fair treatment and looking to put the customer back into the position they would have been had the issue not happened. These activities must be carried out by experienced case handlers with robust processes to ensure they are objective and fair.

Please note this is a 12 Months Fixed Term Contract

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 in handling redress calls and/or transactions and resolving 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 and record trends.
Resolve queries or referrals from both within and outside of the team.
Consider risk when completing daily activities.
Carry out any reasonable task or duty as requested.

Experience, Knowledge, Skills:

Experience and knowledge of working within Financial Services is essential.
Able to embrace change whilst adopting a positive attitude.
Experience of working in a target driven environment centred on customer delivery.
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.
Attention to detail and accuracy.
Keying, processing, indexing incoming workloads.
Using and understanding core systems within customer contact and administration environments.
Balancing customer requirements with departmental objectives.
Taking ownership of queries and responding within a timely manner.
Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously.
Articulating and executing requirements within their area of specialism.

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 continuo