Mortgage Retention Specialist

Job Description

Mortgage Retention Specialist

Location: Remote (UK residents only)

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

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

About Us

When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we are the UK’s leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we have always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it is an approach that can make a real difference to people who want to own a property.

Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.

What You Will Be Doing
As a Mortgage Retentions Specialist, you will play a critical role in supporting customers through the renewal and retentions process. You will ensure that customer requests are handled accurately, in line with policy and regulatory requirements, whilst delivering exceptional customer service and supporting business performance. This is a non-advisory role.

Key Accountabilities

• Speaking to customers approaching the end of their fixed-term mortgage rate to discuss renewal options.
• Guiding customers through the renewal process, ensuring all necessary steps are completed accurately and on time.
• Reviewing product guides and handling both simple and complex renewal queries
• Addressing customer queries regarding their request including payment schedules, payment amounts, eligibility, and available interest rates.
• Handling broader requests related to mortgage redemption process and overpayments.
• Investigating and questioning effectively to provide tailored solutions that meet customer needs.
• Creating and providing customers with required documentation, including illustration documents for their selected product.
• Resolving customer issues or concerns and effectively managing complex cases.as necessary.
• Investigating discrepancies in customer accounts or documentation to ensure accurate processing.
• Updating and maintaining accurate records of customer interactions and the renewal progress in the system.
• Supporting customer experience vulnerabilities, demonstrating empathy and care whilst finding suitable solutions.
• Adhering to internal policies, procedures and regulatory mandates in all interactions.
• Planning and prioritising allocated workloads to meet agreed service standards.
• Managing high volumes of calls and transactions
• Adaptable in supporting the wider business area, to assist in maintaining the service level for our customers in higher volume tasks, where there is a business requirement.

What You Will Need

• Proven experience working within a target-driven, customer focussed environment.
• Previous experience in the mortgage industry is highly preferred, with a strong understanding of mortgage products, processes and regulations.
• Proficient in Microsoft Office applications with the ability to use digital tools.
• Effective communication skills and capable of responding clearly and effectively to verbal and written customer enquiries.
• Comprehensive understanding of complex customer administration processes and policies.
• A successful track record of resolving customer complaints.
• Exceptional attention to detail and accuracy in processing customer and third-party workloads.
• The ability to manage challenging customer conversations to achieve satisfactory outcomes.

Why Join Kensington Mortgages

Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available, so we try and support everyone however we can. We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.

We are an inclusive and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We are a place where you can be you.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

If you care deeply about helping customers and want to make a ‘Difference’ – we would love to hear from you!

Job Types: Full-time, Permanent

Pay: From £27,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Day shift
• Monday to Friday
• No weekends

Application question(s):

• Do you have the right to work in the UK?
• Have you worked within the mortgage sector within a telephony-based capacity?

Work Location: Remote

Application deadline: 28/02/2025