Job Description

Job Title: Customer Operations Specialist
Working Pattern: Contractual hours will state Monday to Saturday between 8am to 7pm. However, operationally our telephone lines are open between the hours of Monday to Friday, 9am to 5pm (with a 45-minute lunch break).
Salary: up to \xc2\xa324,000 dependent on experience and up to 20% bonus and benefits
Location: Cardiff, hybrid working

About Tandem

We\'re Tandem. The UK\'s greener, digital bank providing UK households with easier ways save, borrow, spend and share a little bit greener.

Driven by our vision, mission, and BEST values of Brave, Enterprising, Simple and Together, our team of 500 people are extremely talented and work together to create a greener, more accessible bank for everyone.

With offices in Blackpool, Cardiff, London, Durham and Manchester - as well as hybrid and remote workers - our people have diverse backgrounds, experiences, and skillsets on offer, and make us the best that we can be!

We\'re on a mission to proactively help our customers to reduce their carbon footprint and accelerate the UK to net-zero carbon emissions by 2050 and we need more people to help us achieve this goal.

At Tandem, choosing a greener lifestyle is our main focus for what we do - not just for our customers, but for our people too. Working within an Environmental, Social and Governance (ESG) Framework, we ensure that we support our people to understand their own impact and encourage through carbon offsetting tools, two annual volunteering days and working with our corporate partners, that together, we can make our impact count.

We\'re building an amazing team and we\'re looking for a hardworking and driven Customer Operations Specialist to support us on our journey.

This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered. To support the Operations Manager to achieve departmental service levels whilst upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA CONC rules, delivering fair customer outcomes TCF, FCA, CCA, DPA).

Our Team

Led by our Head of Operations, our Operations teams are responsible for all customer contact. The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their loan as well as supporting customers that are in financial difficulty and/or arrears. Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us.

What you will be working on:

• The successful candidate will be responsible for the following:
• Actively engage and build trust with customers providing information appropriate to their individual circumstances.
• Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal) from customers and third parties as part of the servicing and arrears management of an unsecured loan.
• Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements (including but not limited to annual statements and redemption quotations).
• Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.
• Knowledge and practical application of handling customer complaints, to include identifying complaints, logging and investigating with an aim to putting a resolution in place.
• Knowledge and practical application of dealing with vulnerable customers at first point of contact to ensure their specific needs are understood and they are treated with care and consideration.
• Proactively manage accounts in arrears by completing outbound contact to establish the root cause and identify options to assist the customer in rehabilitating their account whilst achieving Company objectives.
• Negotiate with customers and authorised third parties in financial difficulty regarding how to repay their arrears taking into consideration their individual personal circumstances.
• Knowledge and practical application of completing Income and Expenditure assessments and making repayment decisions in accordance with TCF principles and Company strategies.
• Knowledge and practical application of late arrears and litigation practices.
• Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations, Customer Complaint procedures and that the principles of TCF are upheld consistently with all customers.
• Attain and maintain own competence to Training and Competence Scheme demonstrated by ongoing adherence.
• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control.
• Keep up to date with all Company/regulatory changes particularly those which affect own business area.
• Ensure best practice and compliance is always adhered to.
• Actively contribute to the achievement of the Operations and Company objectives and demonstrating Company values in everything you do.
• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.

What we\'re looking for:

The successful candidate will demonstrate the following experience skills and behaviours:
Essential:

• Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.
• Demonstrable experience of working accounts in arrears including applying arrears forbearance measures and identification of customers that are vulnerable.
• Demonstrable experience of collecting arrears for loans with knowledge of how own performance affects wider Company objectives.
• Demonstrable knowledge of FCA rules (including CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.
• A working knowledge of customer services and arrears management.

Qualities we look for:

• Team player willing to go the extra mile
• Positive can-do attitude with a flexible approach to meet business needs
• Excellent organisational skills.
• Honesty and reliability.

Benefits

Current Rewards

• 25 days annual leave plus 8 days bank holiday
• Buy or sell up to 5 extra holiday days a year
• 1 day off for your birthday/celebration leave
• Electric Vehicle scheme
• Cycle to work scheme and a free helmet
• Access to Tandem Hub for employee health & wellbeing, discounts, cashback and discounts
• Pension contribution matched up to 4%
• 2x paid volunteering days annually
• Office breakfast stations including cereal, snacks, fresh fruit and drinks
• Smart tech scheme (buy goods with 0% interest)
• 10% discount on solar panels
• Quarterly team social budgets
• Healthcare plan through Westfield Health, including eye tests and dental
• Free flu jabs

Join our Green Deal

• Volunteer 2x days a year for charity

receive an early Friday finish * Raise \xc2\xa3200 per annum for charity

Tandem provide PR and marketing support * Have renewable energy at home

receive an additional 1-day annual leave * Drive a lower emissions or hybrid car

free raffle entries with the chance to win a weekend away for 2 * Drive an electric car

receive \xc2\xa3500 towards a home charger

Sourcing Model

Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

You can find our Applicant Privacy Policy on our Careers page.

Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.

Tandem Bank