Servicing Agent - CAST

About the company

Part of the Barclays Group, Kensington Mortgages has been a leader in specialist mortgage solutions for over 25 years. We're proud to help customers secure mortgages when traditional lenders say no that's the Kensington Difference.

We're fully authorised by the Financial Conduct Authority and committed to delivering service with integrity and care.

Your tasks

As a key member of our Customer Arrears Support Team, you'll 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.

• Assess customer financial situations and vulnerabilities to recommend appropriate solutions (e.g. payment arrangements, forbearance).
• Handle high volumes of calls and transactions with professionalism and empathy.
• Resolve complex queries and guide customers through the pre-litigation process.
• Prioritise workloads to meet service standards.
• Ensure compliance with internal policies and FCA regulations.
• Act as the first point of contact for customer enquiries, resolving issues promptly and effectively.

Requirements

• 1-2 years' experience in mortgage arrears is essential.
• Strong understanding of the arrears process and customer vulnerability.
• Confident in objection handling and problem resolution.
• Skilled in negotiation, income/expenditure assessments, and tailored support.
• Excellent verbal and written communication skills, especially in challenging situations.
• Ability to navigate multiple systems while engaging with customers.

What we offer

*Working Hours: Monday to Friday, 09:00 17:30 Salary:** Up to £26,000 25 days holiday excellent benefits

At Kensington Mortgages, our people are at the heart of everything we do. We offer:

Why Join Kensington Mortgages* 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

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.

We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive

At Kensington Mortgages, our people are our greatest asset. We offer:

• A supportive and flexible work environment.
• Opportunities for personal growth and professional development.
• A culture that celebrates diversity, inclusion, and neurodiversity.
• A workplace where everyone feels valued, respected, and empowered.

How to apply

Ready to Make a Difference? If you're passionate about helping customers and want to be part of a team that truly values your contribution we'd love to hear from you.

Apply today and become part of the Kensington Mortgages family, making a real impact in our customers' lives.

Other

We're Hiring: Servicing Agent Customer Arrears Support Team

• A supportive environment that values professional growth and work-life balance.
• An inclusive culture that celebrates diversity in all its forms.
• Equal opportunities for all, regardless of gender, race, identity, ethnicity, or sexual orientation.

Important Information

• Start date: Monday, 11th January 2027
• Please avoid booking annual leave during the first 7 weeks to ensure full participation in training.
• All offers are subject to background checks including DBS, credit, and Right to Work.
• To use digital Right to Work checks, you'll need a valid passport. Otherwise, you'll need to visit our Marlow, Buckinghamshire office to present ID.

Important Information 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 Marlow to show ID