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About the Role

This is a key role focused on managing later arrears cases for mortgages and unsecured lending. The successful candidate will ensure the fair treatment of customers within the Operations team and consistently deliver fair customer outcomes. The purpose of the role is to support the Operations Leadership team by handling customers in financial difficulty and arrears, while also achieving departmental service levels and upholding company standards and regulatory obligations.

Responsibilities

Identify accounts eligible and suitable for litigation activity.
Create and issue litigation communications.
Instruct and liaise with 3rd party legal suppliers.
Make decisions on key steps in the litigation cycle.
Support with the asset possession and asset disposal process.
Service requests from customers efficiently and professionally.
Manage customer-related inbound communication (via telephone, correspondence, email, portal) for arrears management.
Issue regulatory transactional documentation accurately and correctly.
Identify situations requiring specialist handling (e.g., complaints, vulnerability, fraud) and refer them appropriately.
Handle customer complaints, including identifying, logging, investigating, and resolving them.
Deal with vulnerable customers at first point of contact to understand their needs and treat them with care.
Manage accounts in arrears by establishing the root cause of payment difficulties and identifying assistance options.
Negotiate with customers and authorised third parties regarding repayment of arrears.
Complete Income and Expenditure assessments and decide suitable forbearance options.
Ensure all customer contact is conducted within Company standards, FCA regulations, and Customer Complaint procedures, upholding TCF principles.
Attain and maintain own competence to Group Training and Competence Framework.
Challenge existing processes and take ownership for implementing positive changes.
Keep up to date with all Company/regulatory changes.
Actively contribute to the achievement of Company Balance Scorecard objectives and demonstrate Company values.
Adhere to and promote a culture of treating customers fairly to deliver fair outcomes.

Requirements

Previous experience in financial services with relevant regulatory appreciation.
Demonstrable success in customer service and arrears within a regulated lending environment.
Demonstrable experience of working accounts in mortgage arrears including repossessions.
Demonstrable experience of applying arrears forbearance options.
Demonstrable experience of identifying vulnerable customers.
Demonstrable experience of working accounts in later arrears and up to and including litigation for motor finance and mortgages.
Demonstrable experience of collecting arrears for mortgages and secured loans.
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.
Working knowledge of customer services and arrears management in a regulated, lending environment.
Strong litigation experience, including experience with repossessions.
Proven ability to manage complex cases.
Proven ability to make sound decisions.
Proven ability to prepare court documentation.
Proven ability to identify the most appropriate exit strategies for each case.

Skills

Litigation practices
Customer service
Arrears management
Mortgage arrears
Repossessions
Forbearance options
Vulnerable customer identification
Motor finance arrears
Secured loans arrears
FCA rules (MCOB, CONC)
CCA regulations
GDPR regulations
Negotiation
Income and Expenditure assessments

Location

Hybrid working from offices in Cardiff, Blackpool, Durham or London
UK based remote

Work Type

Hybrid
Remote

Experience Level

Dependent on experience

Salary/Compensations

Up to £37,000 dependent on experience + bonus + benefits

Benefits

25 days annual leave plus 8 days Bank Holiday
An additional day off for a ‘celebration day’
Buy or sell up to 5 days holiday a year
Healthcare cash plan through Westfield Health
Life Assurance at 3 x salary
Electric Vehicle salary sacrifice scheme
Cycle to Work salary sacrifice scheme and a free helmet
Salary sacrifice Pension contribution (4% employee contributions matched with 4% Tandem contribution)
Smart Tech scheme
10% discount on solar panels
Tandem Hub for treats, cash back and discounts
2 days per year paid volunteering
Free cereal, snacks and drinks in all offices
Quarterly team social budgets
Plant a tree in the Tandem Grove
Volunteer 14.25 hours a year for charity to receive a half day on a Friday
Fundraising event participation with Tandem matching up to £200 a year
Having renewable energy at home to receive an additional 1-day annual leave
Driving an electric car to receive £500 towards a home charger
Using public transport or having a low emissions/hybrid car for entry into a £200 prize draw
Signing up to cycle to work scheme to receive £30 voucher for a cycling helmet

About the Company

Tandem is a challenger bank launched in 2014, headquartered in the Northwest with over 500 employees across the UK.
The company aims to empower people to make better financial choices and lower their environmental impact through its products.
Tandem is recognised in The Sunday Times Best Places to Work for 2024 and 2025.
Tandem has been named in The Sunday Times 100 Tech list for two consecutive years (2025 and 2026).
Tandem was awarded Investor in Customers’ Gold Standard.
Tandem is a Certified™ Great Place to Work®.
Tandem offers a workplace with diverse experiences, perspectives, and backgrounds, leading to a unique company culture.
Tandem is growing fast and helping to shape the future of sustainable banking.

Equal Opportunity

Tandem is an equal opportunity employer and is committed to meeting its responsibilities under the Equality Act (2010).
The company respects the diverse experience and talents that every individual brings.
Tandem is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Background checking (including credit, criminal records and CIFAS Internal Fraud Database Checks) forms part of the recruitment process.
The company will adhere to its duties under the Rehabilitation of Offenders Act 1974.