Arrears Executive

📋 Description

• • The Arrears Executive role at Tandem Bank is pivotal in ensuring fair treatment of customers in financial difficulty while upholding regulatory standards and supporting operational service levels. This role directly contributes to sustainable banking by helping customers rehabilitate arrears through empathetic, compliant, and proactive engagement.
• • Day to day, the Arrears Executive will proactively manage inbound and outbound customer contact via telephone, email, correspondence, and portal for mortgage and loan products in arrears; conduct income and expenditure assessments; negotiate repayment plans considering individual circumstances; identify and refer cases requiring specialist handling (e.g., vulnerability, fraud, complaints); ensure accurate issuance of regulatory documentation; maintain compliance with FCA rules (MCOB, CONC), CCA, and GDPR; and continuously develop competence through adherence to the Group Training and Competence Framework.
• • Tandem Bank is a UK-based challenger bank headquartered in the Northwest with over 500 employees, recognised as a Sunday Times Best Place to Work (2024–2025), a Certified™ Great Place to Work®, and an Investor in Customers’ Gold Standard awardee. The company is committed to sustainable digital banking, empowering customers to make better financial choices while lowering environmental impact, and fosters an inclusive culture where every voice is valued.
• • In this role, you will develop deep expertise in regulated arrears management, vulnerability handling, and financial forbearance; strengthen customer service and negotiation skills; gain practical experience with FCA and GDPR compliance; and contribute to company-wide objectives such as the Balance Scorecard while promoting fair outcomes and process improvements within your span of control.