Customer Arrears Agent

Kensington Mortgage Company Limited; England; Remote; GBP 25,000; Full time

Job summary

Kensington Mortgages, part of the Barclays Group, seeks a dedicated individual for their Customer Arrears Support Team. The role involves engaging with customers facing financial difficulties, understanding their circumstances, and providing tailored support solutions. With a strong emphasis on empathy and effective communication, candidates should have 1-2 years' experience in mortgage arrears. This remote position offers an annual salary up to £25,000 and a supportive work environment.

Benefits

25 days holiday

Professional development opportunities

Qualifications

• 1-2 years’ experience within a mortgage arrears role is essential.
• Solid understanding of the mortgage arrears process required.
• Ability to navigate multiple complex systems while communicating.

Responsibilities

• Engage with customers in arrears to provide empathetic support.
• Resolve payment difficulties effectively as first point of contact.
• Adhere to FCA regulations while identifying and implementing resolutions.

Skills

Empathy

Negotiation

Problem solving

Communication

Objection handling

Job description

Salary: GBP25000 - GBP25000 per annum

Location: Remote (UK-Based only)

Start Date: 22nd September 2025

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

Salary: Up to £25,000 + 25 days holiday plus excellent benefits (which can be foundHERE )

Kensington Mortgages -part of the Barclays Group , 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.

We are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority.

What You Will Be Doing

As a vital member of our Customer Arrears Support Team (CAST) you will engage with customers facing payment difficulties or those already in arrears.

This role will focus on understanding their unique situations, providing empathetic support and finding tailored solutions to help avoid Litigation routes.

The Customer Arrears Support Team specialises in dealing with customers who may face difficulties in paying their mortgage, and those who have already falling into arrears and require rehabilitation to avoid litigation action commencing.

Our goal is to establish the customers reason for arrears, current financial and personal circumstances including any vulnerability, whilst identifying appropriate resolutions based on individual circumstances. At all times adhering with internal and external policy, procedure and FCA regulations.

Key Accountabilities

• To fully understand customer circumstances/financial difficulty including customer vulnerability and identify appropriate resolutions such as arrangements to pay or forbearance.
• Support high volume calls and/or transactions across the wider area.
• Resolve challenging customer communications and queries regarding payment difficulties and arrears to effective resolution.
• Guiding customers through the mortgage pre-litigation process.
• Plan and prioritise allocated workloads against agreed service standards within the early arrears area.
• Ensure all work is completed in line with applicable policy, procedure and regulation whilst utilising judgement to resolve issues.
• First point of contact resolution – act as the FPOC for customer enquiries, ensure that queries are resolved promptly and effectively
• Compliance with process, policy and regulations.

What You Will Need

• 1-2 years’ experience within a mortgage arrears role is essential.
• A solid understanding of the mortgage arrears process
• Good understanding of vulnerable customers and identifying vulnerability.
• An understanding of support options/sign posting.
• Possess strong objection handling skills and problem resolving skills to quickly resolve customer complaints as the First point of contact
• Strong, negotiation and reasoning skills for effective resolutions such as income and expenditure completion, agreeing arrangements to pay etc.
• The ability to effectively probe and question as well as show empathy to customers.
• The ability to effectively communicate and respond to customers in challenging situations both verbally and in writing.
• Strong ability to be able to navigate multiple, complex systems whilst speaking to customers is essential

Why Join Kensington Mortgages

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

Ready to make a difference?

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 remotelyMonday September 22nd 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