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 the ability to manage complex cases, prepare court documentation, and identify appropriate exit strategies. The role supports Operations Leaders by assisting customers in financial difficulty and arrears, while upholding company standards and complying with relevant regulatory obligations, including adherence to 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 issuance of regulatory documentation, and identifying situations requiring specialist handling, such as complaints or vulnerability. The role also involves proactively managing accounts in arrears by establishing the root cause of payment difficulties, negotiating repayment options with customers and authorized third parties, and completing Income and Expenditure assessments to determine suitable forbearance options. Additionally, the Arrears Executive is responsible for handling late arrears and litigation practices, ensuring all customer contact adheres to 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 position offers a salary of up to £37,000, with an additional bonus of up to 20% 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 is based in Cardiff, with options for fully remote or hybrid work 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 a range of financial products and services, including personal banking accounts, business accounts, credit cards, loans, and a mobile application compatible with iOS and Android. The company emphasizes a diverse and inclusive workplace culture, fostering collaboration and innovation. Tandem Bank has been recognized in The Sunday Times Best Places to Work for 2024 and 2025 and named in The Sunday Times 100 Tech list for two consecutive years in 2025 and 2026, reflecting its growing industry presence.