Arrears Executive (Mortgage Litigation)

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). Saturday shifts take place on the last Saturday of each month, from 9:00 AM to 12:00 PM, and are worked remotely from home. Working rota to be shared by Line Manager.

Salary: up to £37,000 dependent on experience + bonus + benefits

Location: hybrid working any of our offices in Cardiff, Blackpool, Durham or London (if within commutable distance) or UK based remote

💚 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 focused on managing later arrears cases mortgages and unsecured lending, ensuring that the fair treatment of customers is embedded within the Operations team, and consistently delivering fair customer outcomes. The successful candidate will be required to have strong litigation experience, including experience with repossessions, with a proven ability to manage complex cases, make sound decisions, prepare court documentation, and identify the most appropriate exit strategies for each case.

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. The role involves upholding company standards and complying with all relevant Company and regulatory obligations, including adherence to FCA rules (such as FCA MCOB and CONC).

Your Impact: Building a sustainable tomorrow

As an Arrears Executive (Litigation) at Tandem, you will:

Have knowledge and practical application of litigation practices, to include:

Identifying accounts eligible and suitable for litigation activity

Creating and issuing of litigation communications

Instructing and liaising with 3rd party legal supplier

Decision making on key steps in the litigation cycle

Supporting with the asset possession and asset disposal process

Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.

Proactively manage customer related inbound communication (via telephone, correspondence, email, portal) as part of the 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.

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’s essential that 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 mortgage arrears including repossessions, applying arrears forbearance options and identification of customers that are vulnerable.

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 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 your value, what’s in it for you?

At Tandem, your hard work is rewarded in many ways, and we have an enhanced employee benefits package on offer:

25 days annual leave plus 8 days Bank Holiday

An additional day off for a ‘celebration day’ including, but not limited to, birthdays, weddings, religious holidays, graduations etc

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 (*Subject to salary eligibility)

Smart Tech scheme (buy goods with 0% interest)

10% discount on solar panels

Tandem Hub for treats, cash back and discounts on UK retailers

2 days per year paid volunteering

Free cereal, snacks and drinks in all offices

Quarterly team social budgets

Please note, some benefits are subject to eligibility criteria, such as passing your probation.

Our Green Deal: Your Impact Amplified

A little welcome gift from us to you, we’ll plant a tree in the Tandem Grove and you can enter into our “Green Deal” below:

Volunteer 14.25 hours a year for charity > receive a half day on a Friday

Take part in a fundraising event > Tandem will match up to £200 a year

Have renewable energy at home > receive an additional 1-day annual leave

Drive an electric car > receive £500 towards a home charger

Use public transport or have a low emissions/hybrid car > entry into a £200 prize draw

Sign up to cycle to work scheme > receive £30 voucher for a cycling helmet

Ready to make your mark? Apply now and let's pave the way to a more sustainable world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We will close adverts once we have received enough applications so please apply asap if you’re interested in the role.