Cardiff, United Kingdom•Cardiff•Durham
Remote
Entry Level
Full Time
💰£25,500
hybridbonusfinancial_servicescustomer_service
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.
What You'll Do
- •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.
- •Signpost customers who have expressed being in position of financial difficulty to collections teams, helping them find realistic repayment solutions.
- •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.
Nice to Have
- •Experience in financial services, with a strong understanding of relevant regulations and success in customer service and arrears management.
- •Proven ability to manage arrears, apply forbearance measures, and identify vulnerable customers.
- •Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes.
- •Understanding of how individual performance impacts wider company objectives in arrears collection.
Benefits
- •25 days annual leave plus 8 days Bank Holiday
- •Additional day off for a ‘celebration day’ including birthdays, weddings, religious holidays, graduations etc.
- •Buy or sell up to 5 days holiday a year
- •Life Assurance at 3x salary
- •Healthcare cash plan through Westfield Health
- •Electric Vehicle salary sacrifice scheme
- •Cycle to Work salary sacrifice scheme and a free helmet
- •Salary sacrifice Pension contribution, 4% employee contributions matched with 4% Tandem contribution (subject to salary eligibility)
- •Smart Tech scheme (buy goods with 0% interest)
- •10% discount on solar panels
- •Tandem Hub for treats, cash back and discounts on UK retailers
- •2 days per year paid volunteering
- •Free cereal, snacks and drinks in all offices
- •Quarterly team social budgets
About Tandem Bank
Tandem is bank and financial management company that helps save, borrow and spend money.
London, UK
500 - 1000
Banking