Tandem Bank
Financial Services
ArrearsExecutive
“Arrears Executive at Tandem Bank. Skills: Customer service, Arrears management, Financial difficulty. Service customer requests. Manage inbound communication”
What You'll Achieve.
Achieve departmental service levels; Deliver fair customer outcomes; Achieve Company Balance Scorecard objectives
Industry & Context.
Root cause analysis; Identify options to assist
Saturday shifts, Work remotely from home
What They're Looking For.
Must Have
Customer service experience, Arrears management experience, Financial services experience, Regulatory appreciation, Mortgage and loan arrears collection, Vulnerable customer identification, Income and expenditure assessment, Late arrears practices, Litigation practices
Nice to Have
Experience with FCA MCOB rules, Experience with FCA CONC rules
What You'll Do.
Service customer requests
Manage inbound communication
Issue regulatory documentation
Identify specialist handling situations
Handle customer complaints
Deal with vulnerable customers
Manage accounts in arrears
Establish root cause of payment difficulties
Identify options to assist customer
Negotiate with customers
Complete Income and Expenditure assessments
Decide suitable forbearance options
Complete late arrears practices
Conduct litigation practices
Conduct customer contact
Attain and maintain competence
Challenge existing processes
Implement positive changes
Keep up to date with changes
Contribute to scorecard objectives
Demonstrate company values
Promote treating customers fairly
How You'll Work.
Team & Collaboration
Operations Leaders; Operations teams; Cross-functional teams
Communication Scope
Written communication; Verbal communication
Applying for this Arrears Executive role?
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