Servicing Specialist - Littlewick Green, United Kingdom - Kensington Mortgage Company

Kensington Mortgage Company
Kensington Mortgage Company
Verified Company
Littlewick Green, United Kingdom

1 month ago

Tom O´Connor

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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.


Overall Purpose of Job


As a Servicing Specialist within our Litigation team you will be responsible for managing multiple requests of varying complexity from internal colleagues, customers and 3rd parties such as Solicitors.

You will play an important role in supporting the inlife journey for our mortgages customers, providing expert customer service with a solution and empathetic focus.


Key Accountabilities

  • Plan and prioritise allocated workloads against agreed service standards within a complex and specialised area.
  • 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 regarding the area of specialism 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 support and 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.
  • Experience and knowledge of working in a specialised area within the financial services and mortgage industry.

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 opportunitiesavailable 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 offer flexibleworking practises allowing colleagues to split their work between office and home, as well as offering home based roles.


Currently we offer 25 days holiday (you can buy/sell up to 10 days on top of that), attractive pension scheme, life assurance and income protection as our core benefits but there is a whole list of other ones you can choose from through the flexible schemeto suit your individual needs.


  • Attention to detail and accuracy.
  • Keying, processing, of all customer and 3rd party 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
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