Arrears Executive

**Job Title**:Arrears Executive
**Working Pattern**: 36.25 hours per week with contractual hours stated as Monday to Saturday between 8am to 7pm (with a 45-minute lunch break). Working rota to be shared by Line Manager.
**Salary**: up to £26,000 and up to 20% bonus and benefits
**Location**: Cardiff, hybrid working

**At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated Arrears Executive ready to make an impact, we've got a space with your name on it**

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).

**We are Tandem - Where impact meets innovation**

Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow spend, and share - all while nurturing our planet, our people and our customers. As one of Europe's fastest growing digital banking apps, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.

Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.

**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.

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 greener tomorrow.**

As an Arrears Executive at Tandem, you will be responsible for:

- Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.
- Completing outbound telephone call attempts to contact customers with payment difficulties / in arrears or accepting inbound telephone calls from these customers.
- 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.
- 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.
- 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.

**It would be great, but not essential 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 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.

**Rewards that reflect yo