Arrears Executive

📋 Description

• • The Arrears Executive role at Tandem Bank is a key position within the Operations team, responsible for supporting customers in financial difficulty and arrears while ensuring fair treatment and compliance with regulatory standards such as FCA MCOB and CONC rules.
• • Day-to-day responsibilities include proactively managing inbound and outbound customer communication via telephone, email, correspondence, and portal; assessing income and expenditure to determine suitable forbearance options; negotiating repayment plans with customers and third parties; identifying vulnerability, complaints, or fraud; ensuring accurate regulatory documentation; and upholding Treating Customers Fairly (TCF) principles.
• • Tandem Bank is a UK-based challenger bank headquartered in the Northwest with over 500 employees, recognised as a Great Place to Work®, a Sunday Times Best Place to Work (2024–2025), and featured in the Sunday Times 100 Tech list for two consecutive years (2025–2026). The company is committed to sustainable digital banking and empowering customers to make better financial and environmental choices.
• • In this role, you will develop expertise in regulated arrears management, gain practical experience with FCA regulations and customer vulnerability handling, contribute to company objectives through the Balance Scorecard, and grow professionally within a values-driven, inclusive culture that encourages process improvement and ownership.