Tandem Bank
Arrears Executive (Mortgage Litigation)
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Job Title: Arrears Executive (Mortgage Litigation)
Working Pattern
- Contractual hours: 36.25 hours per week (Mon–Sat, 8:00 AM–7:00 PM)
- Lunch break: 45 minutes
- Saturday shifts: Last Saturday of each month (remote work from home, 09:00 AM–12:00 PM)
- Scheduling via shared rota, organised by Line Manager
Salary & Benefits
- Base salary: up to £37,000
- Bonus potential: Up to 20%
- Location flexibility: Fully UK remote or hybrid options (London, Cardiff, Durham, or Blackpool)
💚 Shaping the future of sustainable digital banking 💚
About Tandem
Launched in 2014, Tandem is a challenger bank that empowers customers with meaningful financial tools. We prioritise sustainability and have been:
- Rated "Best Places to Work" (2024, 2025, The Sunday Times)
- Named TF100 UK’s fastest-growing tech firms (2025–26)
- Awarded Investor in Customers Gold Standard
- Certified™ Great Place to Work
About the Role
Core Responsibilities
An Arrears & Litigation Executive (Later Arrears) manages complex mortgage and motor finance cases, ensuring fair customer outcomes while adhering to FCA regulations and operational standards (MCOB, CONC). Key duties include:
Customer Engagement & Support
- Efficiently address high-volume service requests, delivering accurate solutions to customers.
- Handle all inbound communications (calls, emails, portals, third-party correspondence) related to arrears management.
- Detect specialist cases (complaints, vulnerability, fraud) and escalate where necessary.
Compliance & Documentation
- Ensure regulatory compliance for correspondence and transactional records.
- Maintain accurate FCA-approved arrears documentation.
Arrears & Rehabilitative Strategies
- Conduct outbound calls to assess payment difficulties root causes.
- Negotiate forbearance options (e.g., payment plans, balance reviews) tailored to individual circumstances.
- Complete Income/Expenditure Assessments for vulnerable or high-risk accounts.
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Litigation Support
- Manage later-stage arrears, from debt resolution strategies to pre-court documentation (or support firm suitability for recovery).
- Align decisions with fair treatment principles under the Financial Conduct Authority’s TCF framework.
Continuous Improvement
- Drive process enhancements within own span of control.
- Stay updated on regulatory/compliance changes affecting the team.
- Contribute to Company “Balance Scorecard” objectives and values alignment.
Regulatory Adherence
- Uphold company customer-first policies while adhering to GDPR, CCA, and industry best practices.
Requirements
Essential
- Litigation/arrears experience specialised in secured loans/motor finance repossessions (minimum latter-stage arrears with litigation exposure).
- Ability to assess customer risks/vulnerabilities and offer personalised resolutions.
- Strong policy & regulatory knowledge (FCA MCOB/CONC, Fair Treatment, CCA).
- Track record in managing complex accounts while balancing recovery objectives with customer welfare.
Desirable
- Background in financial services, mortgage/lending compliance, or customer dispute resolution.
- Practice in forbearance protocols or GDPR/advocacy documentation.
- Awareness of team performance impact on broader company objectives.
Notes on Equality, D&I, & Recruitment
- Direct-sourcing format: Tandem only accepts applications from approved agencies or individuals (no agency fees applicable).
- Wear a Green Deal option – e.g., volunteering=extra leave, hybrid traffic drivers=entry to a £200 fundraiser.
- Background checks (credit, DBS, CIFAS fraud database) and Rehabilitation of Offenders Act documentation follow UK legal standards.
- Reasonable adjustments available throughout hiring—please indicate needs at application.
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Why Join Tandem?
A purpose-driven work culture supports growth with a £37k base + bonus potential, ESG (environmental/social) impact rewards, public transport hiring incentives, and creative solutions like a Solar Panel Discount and EV royalties.
Key Benefits
✅ Annual leave: 25 days + 8 days Bank Holidays ✅ Additional leave: ‘Celebration days’ (birthdays, weddings etc.) ✅ Flexible savings: Buy/sell up to 5 days to personalise holiday schedule ✅ Healthcare: Westfield Health Dental Inc + travel cover ✅ Future-proofing: EV, cycle-to-work schemes, 0% interest Smart Tech purchases via salary sacrifice ✅ Gifts & savings: Participate in renewable projects or car upgrades (£500 rebate for EV charge points) ✅ Positive RI: Broad Impact initiatives (charity matches, £200 prize draws for hybrid drivers) ✅ Social & wellness: Offsite social funds, free refreshments, twice-yearly paid volunteering
Application Notes
The schedule prioritises holistic sustainability; accomplished candidates should highlight how they’ve supported fairness in debt recovery. We encourage diverse voices—advert close is imminent. Adhere to our Applicant Privacy Policy by removing any agency-SLAs before application.
Ready to change banking for the planet? Apply now.
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