Tandem Bank
Financial Services
ArrearsExecutive
“Arrears Executive at Tandem Bank. Skills: Customer service, Arrears management, Vulnerable customer handling. Service customer requests efficiently. Provide customer information”
What You'll Achieve.
Achieve departmental service levels
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
Previous experience in financial services, Demonstrable success in customer service, Demonstrable success in arrears, Experience in a regulated lending environment, Experience working accounts in arrears, Experience applying arrears forbearance options, Experience identifying vulnerable customers, Experience collecting arrears for mortgages, Experience collecting arrears for loans
Nice to Have
Relevant regulatory appreciation
What You'll Do.
Service customer requests efficiently
Provide customer information
Manage inbound communication
Issue regulatory transactional documentation
Identify situations requiring specialist handling
Refer vulnerability cases
Handle customer complaints
Investigate complaints
Deal with vulnerable customers
Understand customer specific needs
Treat customers with care
Manage accounts in arrears
Complete outbound contact
Establish root cause of payment difficulties
Identify options to assist customers
Rehabilitate mortgage arrears
Rehabilitate loan arrears
Negotiate with customers
Negotiate with third parties
Complete Income and Expenditure assessments
Decide suitable forbearance options
Complete late arrears practices
Complete litigation practices
Conduct customer contact within company standards
Conduct customer contact within FCA regulations
Conduct customer contact within complaint procedures
Uphold principles of TCF
Attain and maintain own competence
Challenge existing processes
Implement positive changes
Keep up to date with regulatory changes
Contribute to Balance Scorecard objectives
Demonstrate company values
Adhere to culture of treating customers fairly
Deliver fair outcomes
How You'll Work.
Team & Collaboration
Operations team; Operations Leaders
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