Arrears Executive (Mortgage Litigation)

Job Title: 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 <