Arrears Executive

Core responsibilities:

• Proactively manage customer service requests and inbound communications for mortgage and loan products in arrears
• Handle later arrears cases including litigation, repossession processes, and court documentation preparation
• Negotiate repayment plans with customers in financial difficulty and identify appropriate forbearance options
• Ensure compliance with FCA regulations, company standards, and fair customer treatment principles

This role contributes to Tandem's mission of creating positive change by ensuring fair treatment of customers in financial difficulty while supporting the company's greener banking initiatives that nurture our planet, people, and customers.

Required qualifications:

• Demonstrable experience in mortgage and motor finance arrears management including repossession processes
• Strong litigation experience with secured loans and knowledge of court documentation preparation
• Knowledge of FCA rules (MCOB and CONC), CCA, GDPR regulations, and fair customer outcomes
• Experience with income and expenditure assessments, vulnerability identification, and complaint handling

Compensation and perks:

• Salary: £34,000 - £37,000
• 25 days annual leave plus 8 Bank Holidays
• Birthday/celebration day off
• Healthcare cash plan worth minimum £750 per year
• Electric Vehicle and Cycle to Work salary sacrifice schemes
• 4% matched pension contribution
• Smart Tech scheme with 0% interest
• 10% discount on solar panels
• Retail discounts through Tandem Hub
• 2 days paid volunteering per year
• Free office snacks and drinks
• Quarterly team social budgets
• Green Deal incentives including early Friday finishes and additional leave

Tandem is the UK's greener digital bank on a mission to revolutionize saving, borrowing, spending, and sharing while nurturing the planet, people, and customers. As one of Europe's fastest growing digital banking apps, they drive a brighter, greener future through their BEST values (Brave, Enterprising, Simple, Together).