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For Companies At a Glance
- Tasks: Engage with customers facing payment difficulties and provide tailored support to avoid litigation.
- Company: Kensington Mortgages, part of Barclays, offers specialist mortgage solutions for over 25 years.
- Benefits: Enjoy remote work, up to £25,000 salary, 25 days holiday, and excellent corporate perks.
- Why this job: Join a supportive team that values empathy and makes a positive impact on customers' lives.
- Qualifications: 1-2 years in mortgage arrears, strong communication skills, and ability to handle challenging situations.
- Other info: Remote start on 22nd September 2025; background checks required.
The predicted salary is between 18000 - 25000 £ per year.
Customer Arrears Agent – Maidenhead, SL63qq
** We\’re Hiring: – Servicing Agent- Customer Arrears Servicing Team **
Location: Remote (UK-Based only)
Start Date: 22nd September 2025
Working Hours: Monday – Friday 09:00 – 17:30
Salary: Up to £25,000 + 25 days holiday plus excellent benefits (which can be found HERE )
Kensington Mortgages – part of the Barclays Group , we\’ve been leading the way in providing specialist mortgage solutions for over 25 years.
We\’re 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.
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 falling 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 with 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.
- Guiding 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 a workplaces that promotes 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\’re passionate about providing exceptional customer service and want to join a team that values your contributions we\’d 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 September 22nd 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 Agent - Maidenhead, SL63qq employer: Kensington Mortgages
Contact Detail:
Kensington Mortgages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Arrears Agent - Maidenhead, SL63qq
✨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.
✨Tip Number 2
Showcase your empathy and communication skills in any interactions you have with us. Practice responding to challenging customer scenarios, as demonstrating your ability to handle difficult situations can set you apart.
✨Tip Number 3
Research Kensington Mortgages and our approach to customer service. Being able to articulate how your values align with ours, especially regarding the 'Kensington Difference', will make a strong impression.
✨Tip Number 4
Prepare to discuss your experience with vulnerable customers and how you've identified their needs in past roles. This is crucial for the Customer Arrears Agent position, so having specific examples ready will be beneficial.
We think you need these skills to ace Customer Arrears Agent - Maidenhead, SL63qq
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Arrears Agent position. Understand the key responsibilities and required skills, especially around customer empathy and problem resolution.
Tailor Your CV: Customise your CV to highlight relevant experience in mortgage arrears or customer service roles. Emphasise your understanding of vulnerable customers and your ability to handle objections effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers in financial difficulty. Mention specific examples from your past experience that demonstrate your negotiation skills and ability to provide tailored solutions.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that your contact information is correct. A polished application reflects your attention to detail.
How to prepare for a job interview at Kensington Mortgages
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Arrears Agent. Familiarise yourself with the mortgage arrears process and the importance of empathy when dealing with customers in financial difficulty.
✨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 working with vulnerable customers, it's crucial to convey your ability to empathise. Prepare examples of how you've shown understanding and support in challenging situations, as this will resonate well with the interviewers.
✨Prepare for Compliance Questions
Expect questions related to compliance with internal policies and FCA regulations. Brush up on relevant regulations and be ready to discuss how you would ensure adherence while providing excellent customer service.
