Salary: Up to £26,000 + excellent benefits
Hours: Monday to Friday, 09:00–17:30
Start Date: 11 January 2027
Holiday: 25 days
About Kensington Mortgages
Kensington Mortgages, part of the Barclays Group, has been providing specialist mortgage solutions for over 25 years. We help customers secure mortgages when traditional lenders may not be able to, delivering the specialist approach that makes up the Kensington Difference.
The Role
We’re looking for experienced Customer Arrears Support Agents to join our team.
You’ll support mortgage customers who are experiencing payment difficulties or arrears, taking the time to understand their individual circumstances and providing empathetic, appropriate support.
You’ll assess customers’ financial situations and vulnerabilities, explore suitable solutions such as payment arrangements or forbearance, and help customers navigate their options with the aim of achieving the right outcome and avoiding litigation wherever possible.
What You’ll Be Doing
- Supporting customers experiencing mortgage arrears and financial difficulty
- Understanding individual circumstances and identifying potential vulnerabilities
- Completing income and expenditure assessments
- Discussing appropriate payment arrangements and forbearance solutions
- Handling a high volume of calls and transactions with professionalism and empathy
- Resolving complex queries and supporting customers through the pre-litigation process
- Confidently handling objections and difficult conversations
- Taking ownership of customer enquiries through to resolution
- Maintaining accurate customer records across multiple systems
- Working in line with internal policies and FCA requirements
- Managing your workload effectively to meet agreed service standards
What We’re Looking For
Previous mortgage arrears experience is essential for this role.
You’ll ideally have:
- 1–2 years’ experience working within mortgage arrears
- A strong understanding of the mortgage arrears process
- Experience supporting customers in vulnerable or financially challenging circumstances
- Confidence completing income and expenditure assessments
- Strong negotiation and objection-handling skills
- The ability to identify appropriate and tailored customer solutions
- Excellent verbal and written communication skills
- A calm, empathetic approach to challenging conversations
- The ability to navigate multiple systems accurately while speaking with customers
Why Join Kensington Mortgages?
Our people are at the heart of what we do. We’re committed to creating a supportive and flexible environment where people can develop their careers while maintaining a healthy work-life balance.
We value diversity, inclusion and different ways of thinking and learning. We’re committed to creating a workplace where everyone feels valued, respected and able to thrive.
- The role has a fixed start date of 11 January 2027
- Please avoid booking annual leave during the first seven weeks to allow full participation in training
- All offers are subject to background checks, including DBS, credit and Right to Work
- A valid passport is required to complete a digital Right to Work check. Otherwise, you’ll need to attend our Marlow, Buckinghamshire office to present your identification in person
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Customer Arrears Agent in Marlow employer: Kensington Mortgages
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