Arrears Executive (Late Arrears)

Job Title: Arrears Executive (Late Arrears) Working Pattern: 36.25 hours per week with contractual hours stated as Monday to Saturday between 8am to 7pm (with a 45-minute lunch break). Saturday shifts take place on the last Saturday of each month, from 9:00 AM to 12:00 PM, and are worked remotely from home. Working rota to be shared by Line Manager. Salary: £34,000 - £37,000 and up to 20% bonus and benefits Location: Cardiff or Durham hybrid or fully UK remote. 💚 Shaping the future of sustainable digital banking 💚Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK. People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together. Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®. Tandem is growing fast and helping to shape the future of sustainable banking.Your team: Collaborators in change Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers. This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. The purpose of the role is to support customers in financial difficulty and later arrears for motor, mortgage and unsecured loans whilst achieving departmental service levels. Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules). This is a key role focused on managing later arrears cases, ensuring that the fair treatment of customers is embedded within the Operations team, and consistently delivering good customer outcomes. The successful candidate will be required to have strong arrears experience, including motor finance repossessions, with a proven ability to manage complex cases, make sound decisions, and identify the most appropriate exit strategies for each case. Your Impact: Building a sustainable tomorrow As an Arrears Executive (Late Arrears) at Tandem your focus will be on: Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require. Proactively manage customer related inbound communication (via telephone, correspondence, email, portal) as part of the servicing and arrears management of a range of lending products. Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including regulatory arrears correspondence). Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate. Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place. Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration. Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer in rehabilitating their mortgage or loan arrears. Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances. Knowledge and practical application of completing Income and Expenditure assessments and deciding suitable forbearance options for the customer. Knowledge and practical application of late arrears and enforcement practices. Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers. Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence. Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control. Keep up to da