Customer Service Agent at Kensington Mortgage Company

HipHopTune Media; United Kingdom; Remote; GBP 10,000 - 40,000; Full time

Job description

Kensington Mortgage Company, a leading specialist mortgage lender in the UK, is seeking a Customer Service Agent with strong communication skills to join their remote team.

About the Company

With over 25 years of experience, Kensington is dedicated to providing innovative mortgage solutions to individuals who are often overlooked by traditional lenders.

Founded with the mission to offer mortgage opportunities to those who don’t meet conventional lending criteria, Kensington’s approach, known as the ”Kensington Difference,” uses manual underwriting and expert insights to assess applicants based on their unique circumstances, not just credit scores. This personalized method has helped countless individuals secure homeownership.

As a subsidiary of Barclays Bank UK PLC and authorized by the Financial Conduct Authority, Kensington continues to originate and service mortgage assets, ensuring tailored solutions for clients across the UK.

If you’re looking to be part of a company that values innovation and customer-centric solutions, apply now to join Kensington’s dynamic team!

Position: Customer Service Agent

Salary: £24,500 a year

Job Type: Full Time

Location: Remote, UK

About the Role

As a Customer Service Agent, you will engage with our customers over the telephone, addressing their questions, resolving any complaints and providing essential support for their mortgage or loan accounts.

From the moment an account opens until it closes, you will be there to help and ensure our customers have the best experience possible. Whether speaking to account holders or their third-party representatives, you will be a vital part of our Customer Service Team, ensuring a positive experience every time.

Main Duties

1. Handling inbound queries relating to a wide range of topics including mortgage payments, account balances, interest rates, payment schedules, account updates and changes, terms and conditions etc.
2. Updating customer information, processing account changes and ensuring detailed notes of customer interactions in the system.
3. Taking ownership for investigating and responding to internal and external requests accurately and efficiently.
4. Planning and prioritising allocated workloads in alignment with agreed service standards.
5. Ensuring all work is completed in line with policies, procedures and regulations, exercising sound judgement to effectively resolve any challenges that may arise.
6. Considering risk factors when completing daily tasks.
7. Identifying opportunities for process improvements and efficiencies.
8. Ensuring strict adherence to processes, policy and regulation.

Qualifications

1. Previous experience gained within a telephony-based role is essential (experience within the financial services/mortgage industry would be advantageous).
2. Experience of working in a target driven customer focussed environment.
3. Effective communication skills to respond to customers both verbally and in writing.
4. The ability to identify and support vulnerable customers.
5. The ability to probe and question as well as show empathy to customers.
6. Strong objection handling and problem resolving skills to swiftly resolve customer complaints.
7. Proficiency in Microsoft Office applications and the ability to navigate confidently and quickly around multiple systems, whilst speaking to customers over the telephone is essential.
8. The ability to support and embrace change whilst adopting a positive attitude.
9. Attention to detail and accuracy.
10. The ability to balance customer requirements with departmental objectives.

Please note that we can only consider your application if you are available to start on the 2nd December 2024 and to ensure you get the most out of our training, we ask that you avoid taking annual leave during the first 7 weeks.

Benefits

1. 25 days Annual leave plus bank holidays
2. Pension
3. Group income protection (after 12 months service)
4. Group Life Assurance
5. Competitive pay

Required Documents

1. CV/Resume

Application Process

Interested and qualified candidates should kindly CLICK HERE to learn more and apply.