Arrears Executive – Mortgage Litigation

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

📋 Description

• Proactively handle requests from our customers with efficiency and professionalism, ensuring they receive the necessary information.

• Manage all inbound customer service communications (via phone, email, correspondence, and portal) related to servicing and arrears management for various mortgage and loan products.

• Accurately issue regulatory transactional documentation in compliance with regulatory standards, including arrears correspondence.

• Recognize situations that may need specialized attention (e.g., complaints, vulnerability, fraud) and refer them appropriately.

• Demonstrate knowledge and practical skills in managing customer complaints, including identification, logging, and investigation, aiming for resolution.

• Apply knowledge and skills to support vulnerable customers at the initial point of contact, ensuring their unique needs are recognized and addressed with care.

• Actively manage accounts in arrears by conducting outbound contacts to uncover the root causes of payment difficulties and explore options to assist customers in resolving their mortgage or loan arrears.

• Negotiate with customers and authorized third parties facing financial challenges regarding repayment of arrears, considering individual circumstances.

• Exhibit knowledge and practical skills in conducting Income and Expenditure assessments and determining suitable forbearance options for customers.

• Understand and apply late arrears and litigation practices effectively.

• Ensure all customer communications, both written and verbal, adhere to Company standards, FCA regulations, and Customer Complaint procedures while consistently upholding the principles of Treating Customers Fairly (TCF).

• Maintain personal competence in accordance with the Group Training and Competence Framework, demonstrated by ongoing compliance.

• Proactively challenge current processes and take ownership of implementing beneficial changes within your control.

• Stay informed about all Company and regulatory changes, especially those impacting your specific business area.

• Contribute actively to achieving the Company's Balanced Scorecard objectives and embody Company values in all actions.

• Commit to and promote a culture of treating customers fairly to ensure equitable outcomes.

⛳️ Requirements

• Previous experience in financial services with a solid understanding of relevant regulations, evidenced by success in customer service and arrears management within a regulated lending context.

• Proven track record of managing mortgage and motor finance arrears, including repossessions, applying forbearance options, and identifying vulnerable customers.

• Demonstrated experience in handling accounts in later arrears, including litigation for motor finance and mortgages.

• Proven ability in collecting arrears for motor finance, mortgages, and secured loans while understanding the impact of individual and team performance on broader Company objectives.

• Comprehensive knowledge of FCA regulations (including MCOB and CONC rules), ensuring fair customer outcomes, as well as adherence to CCA and GDPR regulations.

• Familiarity with customer service and arrears management within a regulated lending environment.

🏝️ Benefits

• 25 days of annual leave plus 8 Bank Holidays.

• An extra day off for a 'celebration day' for occasions such as birthdays, weddings, religious holidays, graduations, etc.

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

• Healthcare cash plan 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, with 4% employee contributions matched by a 4% Tandem contribution.

• Smart Tech scheme allowing the purchase of goods with 0% interest.

• 10% discount on solar panel purchases.

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

• 2 paid volunteering days per year.

• Free cereal, snacks, and beverages in all office locations.

• Quarterly team social budgets.