Arrears Executive (Late Arrears)

Job Title: Arrears Executive (Late Arrears)
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.
Sala ry: £34,000 - £37,000 and up to 20% bonus and benefits
Location: Cardiff or Durham hybrid or fully UK 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 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 customers in financial difficulty and later arrears for motor, mortgage and unsecured loans 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).

This is a key role focused on managing later arrears cases, ensuring that the fair treatment of customers is embedded within the Operations team, and consistently delivering good customer outcomes. The successful candidate will be required to have strong arrears experience, including motor finance repossessions, with a proven ability to manage complex cases, make sound decisions, and identify the most appropriate exit strategies for each case.

Your Impact: Building a sustainable tomorrow

As an Arrears Executive (Late Arrears) 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 customer related inbound communication (via telephone, correspondence, email, portal) as part of the servicing and arrears management of a range of lending 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 est