Overview
Servicing Specialist Complex (Term Expired Litigation) – Marlow, sl63qq
Job Title: Servicing Specialist- Term Expired
Location: Remote – UK Residents
Contract Type: Permanent
Working Pattern: Full-Time M-F- 9:00am -5:30pm
About the Role:
We’re looking for a detail-oriented and proactive individual to join our Complex Servicing team, specifically within the Manual Litigation function. This role focuses on managing Term Expired Litigation cases-from solicitor instruction through to eviction day-ensuring customers have received appropriate forbearance and support. This role will be managing Term Expired Litigation; these cases have been through the term expired pre litigation strategy and the appropriate forbearance has been given (from the date of maturity) for the customer(s) to redeem the account in full. The cases are managed within the Term Expired Litigation strategy from Solicitor Instruction through to the Eviction Day.
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’re 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’ve always used our expertise and manual underwriting capability to see the shades in between.
Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, 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.
Key Accountabilities
- Plan and prioritise allocated workloads against agreed service standards within a complex and specialised area.
- Take ownership for investigating and responding to internal and external requests accurately and efficiently.
- Competent to support high volume calls and/or transactions across the wider area.
- Resolve challenging customer communications and queries regarding the area of specialism to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues.
- Resolve queries or referrals from both within and outside of the team.
- Consider risk when completing daily activities.
- Identify process improvements and efficiencies and represent your area of specialism where required.
- Carry out any reasonable task or duty as requested.
Experience, Knowledge, Skills
- Own and manage complex customer requests and change instructions with precision and empathy
- Handle high-volume processing tasks and calls, ensuring accuracy and compliance.
- Resolve challenging customer queries and communications with professionalism.
- Apply sound judgement to ensure all work aligns with policy, procedure, and regulation.
- Identify and suggest process improvements to enhance team performance.
- Represent your area of specialism across the business when needed.
Candidates will be effective at:
- Experience in customer-facing roles, especially within financial services or mortgage operations.
- Strong understanding of Microsoft Office and core systems used in customer servicing.
- Ability to manage complex queries and complaints with confidence and clarity.
- Technical knowledge of mortgage servicing and litigation processes.
- A positive attitude towards change and continuous improvement.
Why Join Us
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.
Ready to make a difference?
If you’re passionate about providing an exceptional 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
