Complaint Specialist at Tandem Bank

Blackpool, England, United Kingdom

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£24,000 – £28,000Compensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

Exceptional written and oral communication skills with the ability to communicate to customers in a way which is clear, fair and not misleading
Customer focused with customers at the forefront of all decisions
Excellent attention to detail
Strong decision-making skills
Ability to work under pressure and to tight deadlines
Flexible and adaptable to manage a range of different tasks
Good organisational and time management skills
Excellent interpersonal skills
Ability to work on your own initiative
Honest, reliable with the ability to exercise discretion and understanding of confidential issues

Responsibilities

Ensuring all aspects of compliance are met regarding DPA, CCA and FCA
Sending all required correspondence, ensuring communications are fit for purpose and adapted for varying needs of customers; summary resolution if < 3 days, acknowledgement letters < 5 days, FRL or holding letters at 56 days
Supporting with the timely logging of all complaints and ensuring iCasework is fully up to date
Engaging internal and external customers, providing high standards in customer care, customer interaction, dialogue and attention to detail
Assisting the Complaints Team Leader in the development of systems and processes that contain a design of sensitivity, confidentiality, respect and that promote right first-time outcomes to complaints
Managing your own workload in line with expectations set, taking ownership of individual performance, personal training and development
Having accountability for individual performance and contribution to achieve KPIs set by the business
Working as a team player to achieve group objectives, building good working relationship for the benefit of the customer
Being flexible to undertake other duties within the team as required and to cover periods of staff absence

Skills

FCA compliance

DPA

CCA

complaints investigation

customer correspondence

regulatory requirements

Risk & Compliance

Tandem Bank

Digital bank offering green financial solutions

About Tandem Bank

Tandem Bank provides digital financial services with a focus on environmentally friendly solutions. It offers a variety of products including personal loans, home loans, mortgages, car finance, and savings accounts, catering to individuals in the UK. The bank's approach to lending emphasizes green initiatives, aiming to minimize the environmental impact of its customers. Tandem generates revenue through interest on loans and fees from savings products. What sets Tandem apart from other banks is its strong commitment to sustainability, demonstrated by financing significant CO2 reductions and collaborating with partners like Oplo and Allium to enhance its green offerings. The goal of Tandem Bank is to provide fair financial solutions while promoting environmental responsibility.

Blackpool, United KingdomHeadquarters

2013Year Founded

$164.3MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Fintech, Social Impact, Financial ServicesIndustries

201-500Employees

Benefits

Paid Vacation

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Hybrid Work Options

Risks

Competition from digital banks like Monzo and Starling Bank is intensifying.

Regulatory scrutiny on greenwashing claims could challenge Tandem's environmental product claims.

Rising UK interest rates may reduce demand for Tandem's lending products.

Differentiation

Tandem Bank focuses on environmentally friendly financial solutions, setting it apart from competitors.

The bank's community-driven approach involves users in product development, enhancing customer satisfaction.

Tandem's partnerships with Oplo and Allium strengthen its green lending initiatives.

Upsides

Increased demand for sustainable finance aligns with Tandem's green financial products.

Open banking in the UK enhances Tandem's ability to offer personalized services.

UK's net-zero emissions goal supports Tandem's green lending business model.

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