Servicing Agent - CAST - Marlow, SL7 1YL

h2 Servicing Agent - CAST - Marlow, SL7 1YL /h2 p strong Were Hiring: Servicing Agent Customer Arrears Support Team /strong /p p strong Location: /strong Fully Remote UK-based only /p p strong Start Date: /strong Monday 11th January 2027 /p p strong Working Hours: /strong Monday to Friday, 09:00 17:30 /p p strong Salary: /strong Up to 26,000 25 days holiday excellent benefits /p p strong About Kensington Mortgages /strong /p p Part of the strong Barclays Group /strong , Kensington Mortgages has been a leader in specialist mortgage solutions for over 25 years. Were proud to help customers secure mortgages when traditional lenders say no thats the strong Kensington Difference /strong . /p p Were fully authorised by the strong Financial Conduct Authority /strong and committed to delivering service with integrity and care. /p p strong Your Role /strong /p p As a key member of our strong Customer Arrears Support Team /strong , youll support customers experiencing payment difficulties or arrears. Your focus will be on understanding their individual circumstances, offering empathetic guidance, and identifying tailored solutions to help avoid litigation. /p p strong Key Responsibilities /strong /p ul li Assess customer financial situations and vulnerabilities to recommend appropriate solutions (e.g. payment arrangements, forbearance). /li li Handle high volumes of calls and transactions with professionalism and empathy. /li li Resolve complex queries and guide customers through the pre-litigation process. /li li Prioritise workloads to meet service standards. /li li Ensure compliance with internal policies and FCA regulations. /li li Act as the first point of contact for customer enquiries, resolving issues promptly and effectively. /li /ul p strong What Youll Need /strong /p ul li 1-2 years experience in mortgage arrears is essential. /li li Strong understanding of the arrears process and customer vulnerability. /li li Confident in objection handling and problem resolution. /li li Skilled in negotiation, income/expenditure assessments, and tailored support. /li li Excellent verbal and written communication skills, especially in challenging situations. /li li Ability to navigate multiple systems while engaging with customers. /li /ul p strong Why Join Us? /strong /p p At Kensington Mortgages, our people are at the heart of everything we do. We offer: /p ul li A supportive environment that values strong professional growth /strong and strong work-life balance /strong . /li li An inclusive culture that celebrates strong diversity /strong in all its forms. /li li Equal opportunities for all, regardless of gender, race, identity, ethnicity, or sexual orientation. /li /ul p strong Ready to Make a Difference? /strong /p p If youre passionate about helping customers and want to be part of a team that truly values your contribution wed love to hear from you. /p p strong Apply today /strong and become part of the Kensington Mortgages family, making a real impact in our customers lives. /p p strong Important Information /strong /p ul li Start date: strong Monday, 11th January 2027 /strong /li li Please avoid booking annual leave during the first strong 7 weeks /strong to ensure full participation in training. /li li All offers are subject to background checks including strong DBS /strong , strong credit /strong , and strong Right to Work /strong . /li li To use digital Right to Work checks, youll need a valid passport. Otherwise, youll need to visit our strong Marlow, Buckinghamshire office /strong to present ID. /li /ul p br / Why Join Kensington Mortgages** /p p At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development and a healthy work-life balance /p p Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins and sexual expression. /p p We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive /p p At Kensington Mortgages, our people are our greatest asset. We offer: /p ul li A supportive and flexible work environment. /li li Opportunities for personal growth and professional development. /li li A culture that celebrates diversity, inclusion, and neurodiversity. /li li A workplace where everyone feels valued, respected, and empowered. /li /ul p strong Important Information /strong /p p strong em 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. /em /strong /p p strong em To take advantage of digital Right to work checks you must hold a valid passport, alternatively you must be prepared to come into Marlow to show ID /em /strong /p