Description
Job Title: Arrears Executive – Part Time
Working Pattern: 18 hours per week - we can be flexible to accommodate your personal circumstances, whether that means working two longer days, a combination of one longer day and shorter days, or spreading the hours across five shorter days each week
Salary: £29,000 pro rata (£14,400) and up to 20% bonus and benefits
Location: Cardiff - hybrid working after probation.
💚 Shaping the future of sustainable digital banking
Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.
People join Tandem because they want to shape something meaningful. Here, you’ll use your skills to create products that empower people to make better financial choices and lower their environmental impact. We’re big enough to drive real change, small enough for every voice to be heard, and united by a shared purpose that inspires us to move forward - together.
Recognised 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 – a list of the fastest growing tech companies in Britain, reflective of our growing industry presence. Tandem was also awarded Investor in Customers’ Gold Standard based on customer and employee feedback and is a Certified™ Great Place to Work®.
Tandem is growing fast and helping to shape the future of sustainable banking.
Your team: Collaborators in change
Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.
This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. The purpose of the role is to support the Operations Leaders by supporting customers in financial difficulty and arrears whilst achieving departmental service levels. Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules).
Led by our Operations Director, our Operations teams are responsible for all customer contact. The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us.
Your Impact: Building a sustainable tomorrow
As an Arrears Executive at Tandem your focus will be on:
- Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.
- Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of a range of mortgage and loan products.
- Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including regulatory arrears correspondence).
- Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.
- Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.
- Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.
- Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer in rehabilitating their mortgage or loan arrears.
- Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances.
- Knowledge and practical application of completing Income and Expenditure assessments and deciding suitable forbearance options for the customer.
- Knowledge and practical application of late arrears and litigation practices.
- Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers.
- Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence.
- Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.
- Keep up to date with all Company/regulatory changes particularly those which affect own business area.
- Actively contribute to the achievement of the Company Balance Scorecard objectives and demonstrating Company values in everything you do.
- Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.
We’d love to hear from you if you have:
- Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.
- Demonstrable experience of working accounts in arrears including applying arrears forbearance options and identification of customers that are vulnerable.
- Demonstrable experience of collecting arrears for mortgages and loans with knowledge of how own and team performance affects wider Company objectives.
- Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.
- A working knowledge of customer services and arrears management in a regulated, lending environment.
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