Arrears Executive (Late Arrears)

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 date with all Company/regulatory changes particularly those which affect own business area.

• Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.

• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.

• Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in arrears within a regulated lending environment.

• Demonstrable experience of working accounts in mortgage and motor finance arrears including repossessions, applying arrears forbearance options and identification of customers that are vulnerable.

• Demonstrable experience of working accounts in later arrears and up to and including litigation for motor finance and mortgages.

• Demonstrable experience of collecting arrears for motor finance, mortgages and unsecured loans with knowledge of how own and team performance affects wider Company objectives.

• Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.

• A working knowledge of customer services and arrears management in a regulated, lending environment.

At Tandem, your hard work is rewarded in many ways, and we have an enhanced employee benefits package on offer:

• 25 days annual leave plus 8 days Bank Holiday

• An additional day off for a 'celebration day' including, but not limited to, birthdays, weddings, religious holidays, graduations etc

• Buy or sell up to 5 days holiday a year

• Healthcare cash plan through Westfield Health

• Life Assurance at 3 x salary

• 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

Please note, some benefits are subject to eligibility criteria, such as passing your probation.

A little welcome gift from us to you, we'll plant a tree in the Tandem Grove and you can enter into our "Green Deal" below:

• Volunteer 14.25 hours a year for charity > receive a half day on a Friday

• Take part in a fundraising event > Tandem will match up to £200 a year

• Have renewable energy at home > receive an additional 1-day annual leave

• Drive an electric car > receive £500 towards a home charger

• Use public transport or have a low emissions/hybrid car > entry into a £200 prize draw

• Sign up to cycle to work scheme > receive £30 voucher for a cycling helmet