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- Tasks: Support vulnerable customers with financial difficulties through empathetic telephone interactions.
- Company: Kensington Mortgages, part of Barclays, offers specialist mortgage solutions for over 25 years.
- Benefits: Remote work, up to £27,000 salary, 25 days holiday, and excellent perks.
- Why this job: Join a team that values empathy, professional growth, and making a positive impact.
- Qualifications: Experience in financial services, supporting vulnerable customers, and strong communication skills required.
- Other info: Inclusive culture that embraces diversity and promotes work-life balance.
The predicted salary is between 16200 - 19800 £ per year.
Location: Remote (UK-Based only)
Start Date: 22nd September 2025
Working Hours: Monday - Friday 09:00 - 17:30
Salary: Up to £27,000 + 25 days holiday plus excellent benefits
Kensington Mortgages, part of the Barclays Group, has been providing specialist mortgage solutions for over 25 years. We focus on understanding our customers' unique circumstances and are committed to high standards of service and integrity, fully authorized by the Financial Conduct Authority.
As a Servicing Specialist, you will support customers facing financial difficulties, especially those identified as Vulnerable due to mental health issues, disabilities, or life events like bereavement. Your empathetic, customer-focused approach will ensure tailored, sensitive support through telephone interactions. You will manage both simple and complex enquiries, including sensitive cases such as non-recoverable debts and mortgage restructuring.
Key Responsibilities- Plan workloads effectively in a regulated environment
- Handle and resolve customer queries with professionalism and empathy
- Support customers with tailored forbearance solutions
- Address and resolve complex customer issues, aiming for positive outcomes
- Ensure compliance with all regulations, procedures, and policies
- Communicate effectively to ensure positive outcomes for vulnerable customers
- Experience in financial services or mortgage environments (preferred)
- Experience supporting vulnerable customers and in forbearance
- Ability to handle challenging conversations with empathy and resilience
- Strong communication and IT skills
- Experience working in target-driven, customer-focused environments
- Positive attitude
At Kensington Mortgages, our employees are central to our success. We promote professional development and work-life balance. Our inclusive culture values diversity and ensures everyone feels respected and valued. As an equal opportunity employer, we embrace differences in gender, race, ethnicity, and sexual orientation.
If you're passionate about providing exceptional service and want to join a team that values your contributions, we'd love to hear from you! Apply today and become part of the Kensington Mortgages family, helping us make a positive impact in our customers' lives.
Servicing Specialist - Vulnerable Team employer: Kensington Mortgages
Contact Detail:
Kensington Mortgages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Servicing Specialist - Vulnerable Team
✨Tip Number 1
Familiarise yourself with the specific challenges faced by vulnerable customers. Understanding their needs and the types of support available will help you demonstrate your empathy and suitability for the role during any discussions.
✨Tip Number 2
Brush up on your knowledge of financial regulations and compliance, especially those related to mortgage servicing. Being well-versed in these areas will show that you are prepared to handle sensitive cases responsibly.
✨Tip Number 3
Practice your communication skills, particularly in handling difficult conversations. Role-playing scenarios can help you build confidence in addressing complex customer issues with empathy and professionalism.
✨Tip Number 4
Network with professionals in the financial services sector, especially those who work with vulnerable customers. Engaging in conversations can provide insights into best practices and may even lead to valuable referrals.
We think you need these skills to ace Servicing Specialist - Vulnerable Team
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Servicing Specialist position. Highlight your relevant experience in financial services and supporting vulnerable customers.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job. Emphasise your ability to handle challenging conversations with empathy and resilience, as well as your strong communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping vulnerable customers. Use specific examples from your past experiences to demonstrate how you can provide tailored support and achieve positive outcomes.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Kensington Mortgages
✨Show Empathy and Understanding
As a Servicing Specialist for the Vulnerable Team, it's crucial to demonstrate your ability to empathise with customers facing financial difficulties. Prepare examples from your past experiences where you successfully supported vulnerable individuals, highlighting your compassionate approach.
✨Familiarise Yourself with Regulations
Understanding the regulations and policies that govern financial services is key. Brush up on relevant compliance standards and be ready to discuss how you ensure adherence in your previous roles, especially when dealing with sensitive cases.
✨Prepare for Challenging Conversations
You may encounter difficult conversations during the interview. Think about strategies you've used to handle such situations effectively, showcasing your resilience and ability to maintain professionalism under pressure.
✨Highlight Your Communication Skills
Effective communication is vital in this role. Be prepared to discuss how you tailor your communication style to meet the needs of different customers, particularly those who are vulnerable. Use specific examples to illustrate your points.
