Application Guide

How to Apply for Arrears Executive (Late Arrears)

at Tandem

🏢 About Tandem

Tandem is one of the UK's original challenger banks, launched in 2014, with a unique focus on sustainable digital banking that helps customers make greener financial choices. Headquartered in the Northwest with over 500 employees, Tandem was recognized in The Sunday Times Best Places to Work for 2024, offering a purpose-driven culture where every voice is heard and employees can shape meaningful products.

About This Role

As an Arrears Executive (Late Arrears), you'll manage a portfolio of customers in late-stage arrears, working to recover outstanding balances while treating customers fairly and supporting Tandem's ethical banking mission. This role is crucial in balancing commercial recovery with compassionate customer support, directly impacting both Tandem's financial health and its reputation for responsible lending.

💡 A Day in the Life

A typical day might involve reviewing a list of late arrears accounts, prioritizing cases based on risk and customer circumstances, and making outbound calls to negotiate repayment plans or offer support options. You'll document all interactions in Tandem's systems, ensure compliance with regulations, and collaborate with colleagues to share best practices. Occasionally, you'll work a Saturday morning shift from home, handling lighter call volumes and catching up on administrative tasks.

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Interview Prep

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🎯 Who Tandem Is Looking For

  • Experience in collections, arrears management, or credit control, particularly with late-stage accounts, ideally within financial services or banking.
  • Strong negotiation and communication skills to handle sensitive conversations with customers in financial difficulty, while adhering to regulatory guidelines (e.g., FCA, CONC).
  • Ability to work independently in a remote environment, manage a varied workload, and adapt to a rotating schedule that includes one Saturday morning per month.
  • A genuine interest in sustainable finance and Tandem's mission to promote eco-friendly financial decisions, aligning personal values with the company's purpose.

📝 Tips for Applying to Tandem

1

Highlight any specific experience with late arrears or complex collections cases, using metrics (e.g., recovery rates, compliance scores) to demonstrate impact.

2

Emphasize your ability to work remotely and flexibly, mentioning any previous remote work success and your availability for the Saturday rota (last Saturday of each month, 9 AM–12 PM).

3

Research Tandem's green finance initiatives and mention how you can contribute to their mission, even in a collections role, by supporting customers through financial hardship.

4

Tailor your CV to include keywords from the job description, such as 'late arrears,' 'forbearance,' 'regulatory compliance,' and 'customer-centric collections.'

5

In your cover letter, address the hybrid/remote location options (Cardiff, Durham, or fully UK remote) and indicate your preference or flexibility to show you've read the details.

✉️ What to Emphasize in Your Cover Letter

In your cover letter, emphasize: 1) Your hands-on experience managing late-stage arrears and your understanding of relevant regulations (FCA, CONC). 2) Your ability to balance empathy with firmness when negotiating with customers in financial difficulty. 3) Your enthusiasm for Tandem's sustainable banking ethos and how you align with their values. 4) Your adaptability to a rotating schedule, including Saturday shifts, and remote work proficiency.

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Explore Tandem's product offerings, especially their green finance initiatives, to understand how the bank differentiates itself in the market.
  • → Review Tandem's recent news, awards (e.g., Sunday Times Best Places to Work 2024), and any press releases about their growth or sustainability goals.
  • → Familiarize yourself with UK regulations governing arrears management, such as FCA's Consumer Duty and CONC, to speak confidently about compliance in the interview.
  • → Look up Tandem's leadership team and company culture on platforms like Glassdoor or LinkedIn to get a sense of employee experiences and values.

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 How would you handle a customer in late arrears who is refusing to engage? Walk us through your approach.
2 Describe your experience with regulatory requirements related to arrears management (e.g., FCA CONC rules) and how you ensure compliance.
3 Give an example of a time you negotiated a successful repayment plan with a customer in financial hardship.
4 Why are you interested in working for a sustainable challenger bank like Tandem, and how do you see this role contributing to that mission?
5 How do you prioritize your workload when managing multiple late arrears cases, and how do you stay organized in a remote setting?
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⚠️ Common Mistakes to Avoid

  • Avoid using generic language about customer service without linking it to the specific challenges of late arrears, such as regulatory compliance or negotiation tactics.
  • Don't ignore the Saturday shift requirement or express reluctance about the rota—this is a key part of the role and flexibility is essential.
  • Avoid focusing solely on recovery numbers without acknowledging the importance of treating customers fairly and Tandem's ethical approach to collections.

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Tandem!

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