Arrears Specialist
Posted on 10/24/2023
Tandem Bank

201-500 employees

Green banking solutions for savings, lending, and finance
Company Overview
Tandem Bank stands out as a leader in the banking industry with its unique focus on promoting a greener future, offering specialized products like green mortgages and home improvement loans. The company's culture is deeply rooted in sustainability, using customer savings to finance eco-friendly home improvements, thereby directly contributing to environmental conservation. With its smart products and new technology, Tandem Bank not only simplifies financial management for its customers but also encourages them to make environmentally conscious decisions.

Company Stage


Total Funding





Blackpool, United Kingdom

Growth & Insights

6 month growth


1 year growth


2 year growth

Cardiff, UK
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • Experience in a similar role within a financial services collection's environment is preferable but not essential
  • Ability to positively contribute to a team
  • Ability to self-motivate and use own initiative to achieve individual target
  • Someone who will positively contribute to the team
  • Honesty and reliability
  • Good organisational and time management skills resulting in the ability to prioritise tasks to meet tight deadlines
  • Excellent attention to detail and a desire to provide excellent customer service
  • Strong communication skills with the ability to actively listen and show empathy
  • Excellent written and oral communication skills
  • Strong computer literacy including working experience on Microsoft Office
  • Volunteer 2 days a year for charity > receive an early Friday finish
  • Raise £200 per annum for charity > Tandem provide PR and marketing support
  • Have renewable energy at home > receive an additional 1 day annual leave
  • Drive an electric car > receive £500 towards a home charger
  • Actively engage and build trust with our customers providing information appropriate to their individual circumstances
  • 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 an unsecured loan
  • 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 and identify options to assist the customer in rehabilitating their account whilst achieving Company objectives
  • 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 making repayment decisions in accordance with TCF principles and Company strategies
  • Attain and maintain own competence to Training and Competence Scheme 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 Operations and Company 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