Mortgage Retentions Specialist

Kensington Mortgage Company; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading mortgage service provider is looking for a Retentions Servicing Specialist. In this remote role, you will support clients at the end of their fixed-term mortgage, handling complex queries with empathy and professionalism. The ideal candidate has experience in a customer-focused environment, preferably within the mortgage industry. You’ll manage high volumes of calls, ensure regulatory compliance, and collaborate with teams to deliver exceptional service. A competitive salary is offered, along with a fantastic range of benefits.

Benefits

Fantastic range of benefits

Qualifications

• Experience in a customer-focused, target-driven environment.
• Mortgage industry knowledge is highly desirable.

Responsibilities

• Support customers at the end of their fixed-term mortgage rate.
• Handle complex queries and guide customers through renewals.
• Create accurate documentation and maintain detailed records.
• Manage high volumes of calls and transactions.

Skills

Customer-focused mindset

Strong communication skills

Microsoft Office proficiency

Job description

Retentions Servicing Specialist Complex Servicing

Location: Remote -UK residents only

Hours: Monday to Friday 09:00 17:30

Salary: Up to £ days holiday a fantastic range of benefits

The Role

As a Servicing Specialist, you’ll be at the heart of our customer journey, guiding clients through the renewal and retention process with empathy, precision, and professionalism. This is a non-advisory role focused on delivering exceptional service and ensuring regulatory compliance.

What You’ll Be Doing:

• Supporting customers at the end of their fixed-term mortgage rate
• Handling complex queries and guiding customers through renewals
• Managing requests around payments, redemptions, and overpayments
• Creating accurate documentation and maintaining detailed records
• Investigating discrepancies and resolving issues with care
• Managing high volumes of calls and transactions
• Supporting vulnerable customers with empathy and tailored solutions
• Collaborating across teams to maintain service levels

What You’ll Bring:

• Experience in a customer-focused, target-driven environment
• Mortgage industry knowledge highly desirable
• Strong communication and digital skills Microsoft Office proficienc...