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The Arrears Executive is responsible for managing customer inquiries related to mortgage and loan arrears, ensuring compliance with regulatory requirements, and providing exceptional customer service to those in financial difficulty.

Manage inbound and outbound customer contact for mortgage and loan arrears, ensure regulatory correspondence, assess affordability, negotiate repayment/forbearance options, handle vulnerable customers and complaints, maintain compliance with FCA rules and company standards, and contribute to process improvements.

The Account Manager will build relationships with motor finance brokers, managing accounts and ensuring sales targets are met while providing excellent customer service.

Handle and investigate Satisfactory Quality (SQ) customer complaints to meet FCA, DPA and CCA requirements. Send timely correspondence, log cases in iCasework, engage internal/external stakeholders, meet KPIs, support process improvements, and cover team duties as needed while maintaining confidentiality and high customer service standards.