Arrears Executive – Late Arrears

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Efficiently and professionally address customer requests, delivering the necessary information.

• Handle incoming customer communications through phone, correspondence, email, and portal for lending products.

• Accurately issue regulatory transactional documentation, including arrears correspondence.

• Recognize and appropriately escalate complaints, vulnerability, and fraud cases.

• Log, investigate, and resolve complaints effectively.

• Provide careful and considerate support to vulnerable customers at the first point of contact.

• Manage accounts in arrears through proactive outbound contact, identifying causes of payment difficulties and rehabilitation options.

• Negotiate repayment of arrears with customers and authorized third parties, taking individual circumstances into account.

• Conduct Income and Expenditure assessments to determine suitable forbearance options.

• Implement late arrears and enforcement practices as necessary.

• Ensure that both written and verbal communications adhere to company standards, FCA regulations, complaint procedures, and Treating Customers Fairly principles.

• Maintain competence according to the Group Training and Competence Framework.

• Challenge existing processes and implement positive changes within your scope of control.

• Stay updated on company and regulatory changes.

• Contribute towards the Company Balance Scorecard objectives and exemplify company values.

• Foster a culture focused on fair customer treatment and equitable outcomes.

⛳️ Requirements

• Prior experience in financial services with a solid understanding of relevant regulations and proven success in managing arrears within a regulated lending environment.

• Demonstrable experience handling mortgage and motor finance arrears, including repossessions, forbearance options, and identifying vulnerable customers.

• Proven experience managing later arrears through litigation for both motor finance and mortgages.

• Experience in collecting arrears for motor finance, mortgages, and unsecured loans.

• Comprehensive knowledge of FCA rules, including MCOB and CONC regulations, as well as CCA and GDPR compliance.

• Working familiarity with customer service and arrears management in a regulated lending context.

• Capability to manage complex cases, make informed decisions, and identify suitable exit strategies.

• Availability to work 36.25 hours per week, Monday to Saturday, between 8 am and 7 pm, according to a rota.

• Successful completion of background checks, including credit, criminal records, and CIFAS Internal Fraud Database assessments.

🏝️ Benefits

• Up to 20% bonus.

• 25 days of annual leave plus 8 Bank Holidays.

• An additional day off for a celebration.

• Option to buy or sell up to 5 days of holiday per year.

• Healthcare cash plan provided through Westfield Health.

• Life Assurance at 3 times the salary.

• Electric Vehicle salary sacrifice scheme.

• Cycle to Work salary sacrifice scheme, including a complimentary helmet.

• Salary sacrifice pension contribution: 4% employee contributions matched with a 4% contribution from Tandem.

• Smart Tech scheme allowing you to purchase goods with 0% interest.

• 10% discount on solar panels.

• Access to Tandem Hub for treats, cashback, and discounts from UK retailers.

• 2 paid volunteering days per year.

• Complimentary cereal, snacks, and drinks available in all offices.

• Quarterly budgets for team social activities.

• Planting a tree in the Tandem Grove as a welcome gift.

• Opportunity to volunteer for 14.25 hours a year for charity and receive a half-day off on Fridays.

• Fundraising event donations matched up to £200 annually.

• Additional 1-day annual leave for renewable energy use at home.

• £500 contribution towards a home charger for electric cars.

• Entry into a £200 prize draw for public transport or low-emissions/hybrid car users.

• £30 voucher for a cycling helmet through the Cycle to Work scheme.