Arrears Executive

Responsibilities

• Proactively service customer requests efficiently and professionally
• Manage inbound communication via telephone, email, and portal for mortgage and loan products
• Issue accurate regulatory transactional documentation and arrears correspondence
• Identify and refer specialist situations such as complaints, vulnerability, or fraud
• Handle customer complaints by logging, investigating, and resolving them
• Support vulnerable customers to ensure their specific needs are met with care
• Conduct outbound contact to establish root causes of payment difficulties
• Negotiate repayment options with customers and authorized third parties
• Complete Income and Expenditure assessments to determine forbearance options
• Maintain competence within the Group Training and Competence Framework
• Proactively challenge and improve existing processes

Requirements

• Previous experience in financial services within a regulated lending environment
• Demonstrable success in customer service and arrears management
• Experience applying arrears forbearance options and identifying vulnerable customers
• Experience collecting arrears for mortgages and loans
• Knowledge of FCA rules (including MCOB and CONC), CCA, and GDPR regulations
• Working knowledge of customer services and arrears management

Benefits

• 25 days annual leave plus 8 days Bank Holiday
• Additional celebration day for birthdays, weddings, or graduations
• Option to buy or sell up to 5 days of holiday
• Healthcare cash plan through Westfield Health
• Life Assurance at 3x salary
• Electric Vehicle and Cycle to Work salary sacrifice schemes
• Pension contribution matching (4% employee / 4% employer)
• Smart Tech scheme and 10% discount on solar panels
• Two days per year paid volunteering

About the Company

Tandem is a UK challenger bank focused on shaping the future of sustainable digital banking. Headquartered in the Northwest, Tandem empowers people to make better financial choices while lowering their environmental impact.