Customer Arrears Agent

Kensington Mortgages; Marlow; Presencial; GBP 23.000 - 29.000; Jornada completa

Descripción de la vacante

Kensington Mortgages, part of the Barclays Group, is seeking an experienced Customer Arrears Support Agent in the UK to help customers in payment difficulties. You will assess circumstances, explore payment arrangements, and provide empathetic guidance to reach the right outcome while avoiding litigation where possible.

You’ll handle high volumes of calls, document interactions across systems, and work under FCA guidelines to support customers through pre-litigation options and forbearance as

Formación

• Previous mortgage arrears experience is essential for this role.
• Understanding arrears processes and customer vulnerabilities.
• Excellent verbal and written communication with empathy.

Responsabilidades

• Supporting customers experiencing mortgage arrears and financial difficulty
• Understanding individual circumstances and identifying potential vulnerabilities
• Completing income and expenditure assessments
• Discussing appropriate payment arrangements and forbearance solutions
• Handling a high volume of calls and transactions with professionalism and empathy
• Resolving complex queries and supporting customers through the pre-litigation process
• Taking ownership of customer inquiries through to resolution

Conocimientos

Mortgage arrears experience

Negotiation

Empathy

Descripción del empleo

Salary: Up to £26,000 + excellent benefits

Hours: Monday to Friday, 09:00–17:30

Start Date: 11 January 2027

Holiday: 25 days

About Kensington Mortgages

Kensington Mortgages, part of the Barclays Group, has been providing specialist mortgage solutions for over 25 years. We help customers secure mortgages when traditional lenders may not be able to, delivering the specialist approach that makes up the Kensington Difference.

The Role

We’re looking for experienced Customer Arrears Support Agents to join our team.

You’ll support mortgage customers who are experiencing payment difficulties or arrears, taking the time to understand their individual circumstances and providing empathetic, appropriate support.

You’ll assess customers’ financial situations and vulnerabilities, explore suitable solutions such as payment arrangements or forbearance, and help customers navigate their options with the aim of achieving the right outcome and avoiding litigation wherever possible.

What You’ll Be Doing

• Supporting customers experiencing mortgage arrears and financial difficulty
• Understanding individual circumstances and identifying potential vulnerabilities
• Completing income and expenditure assessments
• Discussing appropriate payment arrangements and forbearance solutions
• Handling a high volume of calls and transactions with professionalism and empathy
• Resolving complex queries and supporting customers through the pre-litigation process
• Confidently handling objections and difficult conversations
• Taking ownership of customer enquiries through to resolution
• Maintaining accurate customer records across multiple systems
• Working in line with internal policies and FCA requirements
• Managing your workload effectively to meet agreed service standards

What We’re Looking For

Previous mortgage arrears experience is essential for this role.

You’ll ideally have:

• 1–2 years’ experience working within mortgage arrears
• A strong understanding of the mortgage arrears process
• Experience supporting customers in vulnerable or financially challenging circumstances
• Confidence completing income and expenditure assessments
• Strong negotiation and objection-handling skills
• The ability to identify appropriate and tailored customer solutions
• Excellent verbal and written communication skills
• A calm, empathetic approach to challenging conversations
• The ability to navigate multiple systems accurately while speaking with customers

Why Join Kensington Mortgages?

Our people are at the heart of what we do. We’re committed to creating a supportive and flexible environment where people can develop their careers while maintaining a healthy work-life balance.

We value diversity, inclusion and different ways of thinking and learning. We’re committed to creating a workplace where everyone feels valued, respected and able to thrive.

• The role has a fixed start date of 11 January 2027
• Please avoid booking annual leave during the first seven weeks to allow full participation in training
• All offers are subject to background checks, including DBS, credit and Right to Work
• A valid passport is required to complete a digital Right to Work check. Otherwise, you’ll need to attend our Marlow, Buckinghamshire office to present your identification in person