Arrears Executive - Part Time

Job Title: Arrears Executive – Part Time Working Pattern: 18 hours per week - we can be flexible to accommodate your personal circumstances, whether that means working two longer days, a combination of one longer day and shorter days, or spreading the hours across five shorter days each week Salary: £29,000 pro rata (£14,400) and up to 20% bonus and benefits Location: Chester-le-Street (Drum Industrial Estate) hybrid working after probation. 💚 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 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). 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 sustainable tomorrow As an Arrears Executive 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 all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and 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 comple…