Servicing Specialist - Vulnerable Team

Location: Remote (We can only consider candidates with the right to work in the UK at this time)

Start Date: 09th June 2025

Working Hours: Monday - Friday 09:00 - 17:30

Salary: Up to £27,000 + 25 days holiday and a fantastic range of benefits which can be foundHERE

At Kensington Mortgages, 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.

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.

Our Forbearance team plays a crucial role in supporting individuals facing financial difficulties . We believe in providing tailored solutions to help our customers regain stability and peace of mind.

As a Servicing Specialist, you will be a vital link for our Vulnerable Customers, offering them support primarily through telephone interactions.

This role will involve managing both straightforward and complex enquires, ensuring a seamless experience

You will help customers that have been deemed as vulnerable which can comprise of customers dealing with mental health challenges, learning disabilities, physical disabilities or critical illnesses, guiding them through tailored forbearance options.

Additionally, you will handle sensitive cases, including bereavement, mortgage restructuring and non-recoverable seconds.

• Plan and manage allocated workloads to meet service standards within a complex and specialised, fast-paced environment.
• Own and resolve internal and external queries, escalations and referrals with accuracy and efficiency.
• Confidently handle high volumes of calls or transactions.
• Address and resolve complex customer queries with a focus on delivering positive outcomes.
• Ensure compliance with all regulations, procedures and policies, using sound judgment to address challenges.
• Consider risk when completing daily activities.
• Identify opportunities for process improvements and efficiencies and represent your expertise when required.

• In-depth understanding of financial services or mortgages, from handling simple queries to tackling complex transactions.
• Proven experience of working in a target driven, customer centric environment.
• The ability to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
• Experience of working in a customer facing/engagement environment and resolving customer complaints.
• Understanding of numerous/complex customer administration processes and policies.
• Proficiency in the use of Microsoft office applications.
• Attention to detail and accuracy.
• The ability to support and embrace change whilst adopting a positive attitude.

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

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.

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