Arrears & Litigation Executive

Job Description

Tandem Bank is seeking an Arrears & Litigation Executive to manage later arrears cases for motor finance and mortgages. The role involves ensuring fair treatment of customers, delivering fair customer outcomes, and supporting Operations Leaders in handling customers in financial difficulty.

The Arrears & Litigation Executive will be responsible for:

• Proactively servicing customer requests efficiently and professionally.
• Managing customer service-related inbound communication.
• Ensuring regulatory transactional documentation is issued accurately.
• Identifying situations requiring specialist handling.
• Managing accounts in arrears by completing outbound contact.
• Negotiating with customers in financial difficulty.
• Completing Income and Expenditure assessments.
• Applying late arrears and litigation practices.
• Ensuring all customer contact is conducted within Company standards and FCA regulations.
• Challenging existing processes and implementing positive changes.
• Keeping up to date with Company/regulatory changes.
• Contributing to the achievement of Company Balance Scorecard objectives.
• Adhering to and promoting a culture of treating customers fairly.

Requirements:

• Previous experience in financial services with demonstrable success in customer service and arrears within a regulated lending environment.
• Experience of working accounts in mortgage and motor finance arrears including repossessions.
• Knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.

Tandem Bank offers:

• 25 days annual leave plus 8 days Bank Holiday
• Healthcare cash plan through Westfield Health worth a minimum of £750 per year
• Electric Vehicle salary sacrifice scheme
• Cycle to Work salary sacrifice scheme and a free helmet
• Salary sacrifice Pension contribution*, 4% employee contributions matched with 4% Tandem contribution (*Subject to salary eligibility)
• Smart Tech scheme (buy goods with 0% interest)
• 10% discount on solar panels
• Tandem Hub for treats, cash back and discounts on UK retailers
• 2 days per year paid volunteering
• Free cereal, snacks and drinks in all offices
• Quarterly team social budgets