Customer Service Executive at Tandem Bank

Cardiff, Wales, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, FinTechIndustries

Requirements

Team player willing to go the extra mile and handle high call volumes efficiently
Positive can-do attitude with a flexible approach to meet business needs
Excellent organisational skills to manage tasks in a fast-paced environment
Honest, reliable, and committed to delivering high-quality service
(Preferred) Experience in financial services, with a strong understanding of relevant regulations and success in customer service and arrears management
(Preferred) Proven ability to manage arrears, apply forbearance measures, and identify vulnerable customers
(Preferred) Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes
(Preferred) Understanding of how individual performance impacts wider company objectives in arrears collection

Responsibilities

Build trust with customers, providing tailored information and managing inbound communication related to servicing and arrears
Ensure accurate issuance of regulatory documentation (e.g., statements, redemption quotes)
Identify and refer issues requiring specialist handling (complaints, vulnerability, fraud)
Handle customer complaints, investigating and resolving with a focus on fairness
Support vulnerable customers and address their specific needs with care
Proactively manage arrears, identifying causes and negotiating repayment solutions
Conduct Income and Expenditure assessments, making repayment decisions based on TCF principles
Ensure compliance with Company standards, FCA regulations, and customer treatment principles
Maintain competence through ongoing training and stay updated on regulatory changes
Contribute to company objectives, promoting fair customer outcomes and best practices

Skills

Customer Service

Inbound Query Management

FCA Compliance

Regulatory Adherence

Customer Outcomes

Financial Difficulty Support

Operations Support

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