Customer Service Executive - Part Time at Tandem Bank

Cardiff, Wales, United Kingdom

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Part 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
Availability for 18 hours per week, with three 6-hour shifts preferably Mondays, Tuesdays, and Fridays (9:00 AM–3:30 PM, including 30-minute lunch break); some flexibility available
Availability for initial 2 weeks of onsite training (10am-2pm, Monday to Friday)

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

Key technologies and capabilities for this role

Customer ServiceFCA ComplianceCONC RulesTCFCCADPAFinancial Difficulty SupportInbound Query Management

Questions & Answers

Common questions about this position

What is the salary and bonus for this Customer Service Executive role?

The salary is £12,250 per annum with up to 20% bonus and benefits, pro-rata based on part-time hours.

What is the location and working arrangement for this position?

The role is based in Cardiff with hybrid working available after passing probation. The first 2 weeks of training require onsite presence from 10am-2pm Monday to Friday.

What are the key responsibilities or skills needed for this role?

Key responsibilities include building trust with customers, handling complaints and arrears, supporting vulnerable customers, ensuring FCA compliance, and conducting income assessments.

What is the company culture like at Tandem Bank?

Tandem is a greener digital bank with values of being Brave, Enterprising, Simple, and Together (BEST), focusing on positive change, innovation, and collaborating as a 500-strong team to drive a brighter future.

What makes a strong candidate for this Customer Service Executive position?

A strong candidate is ambitious, dedicated, and flexible with shifts, ready to ensure fair customer treatment, comply with FCA rules, and deliver exceptional service in a part-time hybrid role.

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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