Servicing Specialist - Term Expired

Job Title: Mortgage Servicing Specialist Term Expired & Maturity

Location: Remote UK Residents

Contract Type: Permanent

Working Pattern: Full Time M F 9:00am 5:30pm

We're looking for a proactive and detail-driven individual to join our Complex Servicing Team, specialising in Term Expired and Maturity cases. This role sits within our Manual Litigation function, focusing on managing Term Expired Litigation from solicitor instruction through to eviction ensuring customers receive appropriate forbearance, communication, and support throughout the process. You'll manage cases where the mortgage has reached its contractual maturity date, working with customers and third parties to help redeem the account in full, agree repayment strategies, or progress appropriate legal action where required. This role is pivotal in ensuring compliance, customer fairness, and timely resolution across the full lifecycle from Solicitor Instruction to Eviction Day. At Kensington Mortgages, we're the UK's leading specialist mortgage lender, trusted for over 25 years to help customers who don't always fit a standard mortgage profile. Now part of Barclays Bank UK PLC, we continue to combine our deep manual underwriting expertise with a personal, customer-centric approach.

• Plan and prioritise workloads against agreed service standards within a specialist and high-volume environment.
• Take ownership for investigating and responding to internal and external requests accurately and efficiently.
• Manage Term Expired and Maturity cases from instruction through to completion, ensuring all actions align with policy, regulation, and customer outcomes.
• Handle and document customer communications, including complex or sensitive discussions around repayment and litigation.
• Liaise with solicitors and external partners to ensure cases are progressed effectively and in line with regulatory expectations
• Support wider Servicing operations during peak volumes or as required.
• Identify and implement process improvements to enhance efficiency, risk control, and customer experience.
• Consider risk and vulnerability factors in all decision-making.
• Carry out any other reasonable duties within the team remit.

• Experience managing complex customer cases within financial services, ideally in mortgage servicing, arrears, or litigation.
• Knowledge of Term Expired or Maturity processes, including end-of-term account management and legal escalation.
• Proven ability to handle high-volume casework while maintaining accuracy and compliance.
• Excellent communication and negotiation skills with the ability to deliver clear, empathetic customer outcomes.
• Confident using Microsoft Office and internal mortgage servicing systems.
• Strong understanding of FCA regulatory frameworks, particularly around forbearance and customer vulnerability.
• A proactive mindset with a genuine interest in process improvement and continuous learning.
• Positive, collaborative, and solution-focused attitude.

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.

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