Arrears Executive, Tandem

• If you're an ambitious and dedicated Arrears Executive ready to make an impact, we've got a space with your name on it!

Desirable

• 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
• 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
• 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 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
• Knowledge and practical application of late arrears and litigation practices
• 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