Arrears Executive (Mortgage Litigation)
The Arrears Executive (Mortgage Litigation) at Tandem Bank plays a pivotal role in managing later arrears cases for motor finance and mortgages, ensuring fair treatment of customers within the Operations team. This position requires strong litigation experience with secured loans, including motor finance repossessions, and involves managing complex cases, preparing court documentation, and identifying appropriate exit strategies. The role supports Operations Leaders by assisting customers in financial difficulty and arrears, while achieving departmental service levels and adhering to company standards and regulatory obligations, including FCA rules such as MCOB and CONC.
Key responsibilities include proactively servicing customer requests, managing inbound communications related to mortgage and loan products, ensuring accurate regulatory documentation, and identifying situations requiring specialist handling, such as complaints or vulnerable customers. The role also involves proactively managing accounts in arrears, negotiating repayment options with customers and authorized third parties, conducting income and expenditure assessments, and applying suitable forbearance options. Additionally, the Arrears Executive is responsible for handling late arrears and litigation practices, ensuring all customer contact complies with company standards, FCA regulations, and customer complaint procedures.
Candidates should have previous experience in financial services with relevant regulatory appreciation, demonstrating success in customer service and arrears within a regulated lending environment. Experience in managing accounts in arrears, applying arrears forbearance options, and identifying vulnerable customers is essential. Knowledge of FCA rules, including MCOB and CONC, delivering fair outcomes to customers, Consumer Credit Act, and General Data Protection Regulations is required. A working knowledge of customer services and arrears management in a regulated lending environment is also necessary.
The compensation package includes a salary of up to £37,000, with the potential for up to a 20% bonus and benefits. The working pattern is 36.25 hours per week, with contractual hours from Monday to Saturday between 8 am and 7 pm, including 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. The role offers flexibility with options for fully remote or hybrid working from any of Tandem Bank's UK offices in London, Cardiff, Durham, or Blackpool.
Tandem Bank is a UK-based digital bank committed to sustainable banking practices, offering products that empower customers to make better financial choices and reduce their environmental impact. Recognized in The Sunday Times Best Places to Work for 2024 and 2025, Tandem has also been named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026. The company fosters a collaborative and inclusive culture, valuing diverse experiences and perspectives, and is dedicated to supporting employee growth and development.