Arrears & Litigation Executive (Later Arrears)

Employment Type: Full-time Location Type: Remote with occasional travel into your local office. Working Pattern: 36.25 hours per week. Contractual hours are Monday to Saturday between 8 am to 7 pm, with a 45-minute lunch break. Saturday shifts occur on the last Saturday of each month, from 9:00 AM to 12:00 PM, and are worked remotely from home. A working rota will be shared by the Line Manager. Salary: £34,000 - £37,000

Position Overview

Tandem is seeking an ambitious and dedicated Arrears Executive to join our Operations team. This key role is crucial in ensuring the fair treatment of customers experiencing financial difficulty and later arrears for secured motor and mortgage loans, as well as managing litigation cases. The purpose is to support Operations Leaders in achieving departmental service levels while upholding company standards and complying with all relevant Company and regulatory obligations, including FCA rules (FCA MCOB and CONC).

About Tandem

Tandem is the UK's greener digital bank, dedicated to revolutionizing how we save, borrow, spend, and share, all while nurturing our planet, people, and customers. As one of Europe’s fastest-growing digital banking apps, our values of being Brave, Enterprising, Simple, and Together (BEST) guide our 500-strong team in driving a brighter, greener future. Tandem also operates the Loop app, offering a simple way for customers to share money among friends.

Your Team: Collaborators in Change

Tandem fosters a workplace with diverse experiences, perspectives, and backgrounds, creating a unique company culture that benefits both our people and our customers.

Responsibilities

As an Arrears & Litigation Executive (Later Arrears) at Tandem, you will be responsible for:

• Proactively servicing customer requests efficiently and professionally, ensuring customers receive the information they require.
• Proactively managing all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of a range of mortgage and loan products.
• Ensuring regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements, including regulatory arrears correspondence.
• Identifying situations that may require specialist handling (e.g., complaints, vulnerability, fraud) and referring them appropriately.
• Handling customer complaints, including identification and resolution.

Requirements

• Strong litigation experience on secured loans.
• Proven experience with motor finance repossessions.
• Demonstrated ability to manage complex cases.
• Proven ability to make sound decisions.
• Experience preparing court documentation.
• Ability to identify the most appropriate exit strategies for each case.
• Knowledge and practical application of handling customer complaints.

Company Information

Tandem is a movement for positive change, a greener digital bank focused on revolutionizing financial services while prioritizing environmental and social impact. Our mission is to create a brighter, greener future for everyone.