Specialist Support Agent at Tandem Bank

Durham, England, United Kingdom

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£28,000 – £32,000Compensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, FintechIndustries

Requirements

Customer centric and passionate about customer experience and protecting vulnerable customers
Self-motivated with desire to take initiative and identify opportunities to enhance vulnerable customer approach
Excellent verbal and written communication skills with ability to interact professionally and empathically with customers
Experience working in a conduct role in a financial regulated environment
Experience delivering coaching and training
Pragmatic approach to supporting customers
Resilient and capable of thriving during periods of change

Responsibilities

Own a portfolio of customers experiencing challenges such as health issues, life events, resilience challenges, and capability challenges, providing appropriate assistance to achieve positive results
Ensure the company meets regulatory requirements towards vulnerable customers
Conduct case reviews, call listening, and deliver training and support to ensure staff treat customers correctly
Stay aware of legislation changes and support the Specialist Customer Support Manager in delivering changes across the bank
Participate in projects and lead pieces of work to improve policies, processes, and documentation across the bank
Effectively listen and demonstrate empathy and respect to customers to provide fair and positive outcomes
Work with Tandem employees where vulnerability needs are identified to provide support
Identify gaps within policies and procedures for assisting vulnerable customers
Ensure detailed and accurate customer records to avoid repetition of situations
Work closely with third parties to develop expertise and business understanding of vulnerabilities
Develop and maintain knowledge of relevant customer base and target market vulnerabilities

Skills

Customer Support

Vulnerable Customers

Regulatory Compliance

Case Reviews

Call Listening

Training Delivery

Legislation Awareness

Project Management

Policy Improvement

Process Improvement

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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