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 are 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 have always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it is an approach that can make a real difference to people who want to own a property.
It is what we call the Kensington Difference.
Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC 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.
Overall Purpose of Job
To provide mortgage administrative support to the Operations Team to ensure the operation delivers an exceptional service to its customers.
Ensure that all mortgage applications are managed efficiently and professionally and through regular communication with all stakeholders ensure all expectations are managed. In addition, the role may be required to assist, or cover for, other roles within Sales & BDU from time to time.
Provide support to intermediaries in relation to new or submitted cases.
Initially for the first few months the role will be predominately admin based, including tasks such as Land registry checks, companies house checks, Equifax searches before transitioning into a more blend of admin and telephone based taks.
Key Accountabilities
- Provide admin support to our Lending ops team to support outstanding cases
- Support the Underwriters with admin requests
- Once trained up, manage inbound call volumes within agreed service levels from intermediaries, solicitors and applicants, providing a seamless quality service to all parties.
- Adhere to the service standards as set out in the Policy & Procedures Manual
- Handle all communication from stakeholders in accordance with Policy & Procedures Manual
- Act fairly and reasonably in all dealings with intermediaries, solicitors and valuers Develop new and enhance existing relationships with Mortgage Intermediaries, looking for new business opportunities where appropriate
- Build a close working relationship with the Sales team and Underwriters to enhance the process from both a service and quality perspective
- Manage the receipt of mortgage application and administration fees
- Be accountable for the quality of intermediary updates ensuring they are completed in line with agreed service levels and provide clear and accurate information at all times.
- Assess all correspondence to ensure lending criteria / conditions are met
- Ensure all correspondence including references and valuations are in line with the application and the appropriate mortgage product
- Action all correspondence in accordance with the Policy & Procedures Manual
- Ensure that all complaints are handled and logged in line with the Complaints Handling Procedures referring to your Team Leader or Service Quality Department when necessary
Knowledge, Skills
- Regulatory Knowledge as applicable to role
- To act with integrity at all times and embrace the philosophy of treating our customers fairly
- Business & market awareness as well as a detailed knowledge of Kensington products.
- Adhere to the policy & procedures keeping up to date with any amendments
- Be aware and accountable for the mitigation of risk in the day to day performance of your role.
- Complaints are to be handled in accordance with the procedures
- Ability to competently use all the systems relevant to the role
- Ensure key business targets and performance indicators are achieved
Experience
- Strong attention to detail
- Experience of handling incoming calls in an operational capacity
- Experience in a processing of administration environment
- Financial Services experience
- Working in a regulated environment
- Used to faced passed working
- Mortgages experience would be desirable
Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can.
We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.
We offer a number of benefits which can be found HERE
If you want to make a Difference, apply now.