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For Companies At a Glance
- Tasks: Support customers facing payment difficulties and provide tailored solutions to avoid litigation.
- Company: Kensington Mortgages offers specialist mortgage solutions, helping those turned away by high street lenders.
- Benefits: Enjoy remote work, 25 days holiday, and a fantastic range of corporate perks.
- Why this job: Join a supportive team that values empathy and makes a real difference in customers' lives.
- Qualifications: 1-2 years in mortgage arrears, strong communication skills, and ability to handle challenging situations.
- Other info: Remote role starting June 9th, 2025; background checks required.
The predicted salary is between 20000 - 30000 £ per year.
Location: Remote (UK residents only)
Start Date: 9th June 2025
Working Hours: Monday - Friday 09:00 - 17:30
Salary: £25,000 plus 25 days holiday and a fantastic range of benefits.
About Us
At Kensington Mortgages, we have been leading the way in providing specialist mortgage solutions for over 25 years. We are dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - it is what we call the Kensington Difference. As a wholly owned subsidiary of Barclays Bank UK PLC, we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority.
What You Will Be Doing
As a vital member of our Customer Arrears Support Team (CAST), you will engage with customers facing payment difficulties or those already in arrears. This role will focus on understanding their unique situations, providing empathetic support and finding tailored solutions to help avoid litigation routes. The Customer Arrears Support Team specialises in dealing with customers who may face difficulties in paying their mortgage, and those who have already fallen into arrears and require rehabilitation to avoid litigation action commencing. Our goal is to establish the customers' reason for arrears, current financial and personal circumstances including any vulnerability, whilst identifying appropriate resolutions based on individual circumstances. At all times adhering to internal and external policy, procedure and FCA regulations.
Key Accountabilities
- 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.
- Guide 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.
- First point of contact resolution - act as the FPOC for customer enquiries, ensure that queries are resolved promptly and effectively.
- Compliance with process, policy and regulations.
What You Will Need
- 1-2 years' experience within a mortgage arrears role is essential.
- A solid understanding of the mortgage arrears process.
- Good understanding of vulnerable customers and identifying vulnerability.
- An understanding of support options/sign posting.
- Possess strong objection handling skills and problem resolving skills to quickly resolve customer complaints as the First point of contact.
- 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.
- Strong ability to be able to navigate multiple, complex systems whilst speaking to customers is essential.
Why Join Kensington Mortgages
At KMC, our employees are the heart of our success. We strive to create workplaces that promote professional development and work-life balance. Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued. As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression.
Ready to make a difference? If you are passionate about providing exceptional customer service and want to join a team that values your contributions, we would love to hear from you! Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.
Important Information
We are looking for candidates that can start remotely Monday June 9th 2025. To ensure you gain the most from our training, we ask that you avoid taking annual leave during the first 7 weeks. Please note, all offers of employment for this role are subject to a series of background checks, including criminal (DBS), credit and Right to work checks. To take advantage of digital Right to work checks you must hold a valid passport; alternatively, you must be prepared to come into Maidenhead to show ID.
Customer Arrears Support Agent employer: Kensington Mortgages
Contact Detail:
Kensington Mortgages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Arrears Support Agent
✨Tip Number 1
Familiarise yourself with the mortgage arrears process and the specific challenges customers face. Understanding the nuances of this area will help you engage more effectively during interviews and demonstrate your knowledge.
✨Tip Number 2
Practice your objection handling and negotiation skills. Role-playing scenarios can be beneficial, as they prepare you to respond confidently to challenging customer situations, which is crucial for this role.
✨Tip Number 3
Research Kensington Mortgages and their approach to customer service. Knowing about their values and the 'Kensington Difference' will allow you to align your answers with their mission during the interview.
✨Tip Number 4
Prepare examples from your past experience that showcase your empathy and problem-solving skills. Being able to share real-life situations where you've successfully supported vulnerable customers will set you apart.
We think you need these skills to ace Customer Arrears Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in mortgage arrears or customer service. Emphasise skills like empathy, problem-solving, and negotiation, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the mortgage arrears process and your ability to support vulnerable customers. Use specific examples from your past experience to demonstrate your skills.
Highlight Relevant Experience: In your application, clearly outline any previous roles related to customer service or mortgage arrears. Mention any specific achievements or situations where you successfully resolved customer issues.
Showcase Your Communication Skills: Since the role involves handling challenging customer communications, ensure your application reflects your strong verbal and written communication skills. Consider including examples of how you've effectively communicated in difficult situations.
How to prepare for a job interview at Kensington Mortgages
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Arrears Support Agent. Familiarise yourself with the mortgage arrears process and the importance of empathy when dealing with customers in financial distress.
✨Showcase Your Experience
Highlight your previous experience in a mortgage arrears role. Be prepared to discuss specific situations where you successfully resolved customer issues, demonstrating your objection handling and problem-solving skills.
✨Demonstrate Empathy
Since this role involves supporting vulnerable customers, practice how you can convey empathy during the interview. Use examples from your past experiences to illustrate how you have effectively communicated with customers facing difficulties.
✨Prepare for Challenging Scenarios
Anticipate questions about how you would handle difficult customer interactions. Think of scenarios where you had to negotiate or find solutions under pressure, and be ready to explain your thought process and outcomes.
