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Admin Assistant

2 months ago

Cardiff, Cardiff, United Kingdom Tandem Bank Full time

Working Pattern: up to 25 hours per week. Ideally 5 hours per day Monday – Friday. Operating between the hours of 8am – 4pm

Salary: up to £18,000 (for 25 hours per week) and up to 20% annual bonus and benefits

Location: Cardiff – Office based

At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated individual, ready to make an impact, we've got a space with your name on it

The main purpose of the role is support the Underwriting 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, and delivering fair customer outcomes TCF, FCA, CCA, DPA).

This is a key role in ensuring that the fair treatment of customers is embedded within the Underwriting team whilst ensuring that fair customer outcomes are consistently delivered.

The role could also potentially progress to a Full Time Junior Underwriter / Underwriter position, dependent on performance. This role would mean an increase in hours to fully support the Underwriting Department and additionally will incur a change in the working pattern rota, which will include evenings, weekends and Bank Holidays.

We are Tandem - Where impact meets innovation

Tandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow, spend, and share – all while nurturing our planet, our people and our customers. As one of Europe's fastest growing digital banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future.

Tandem also leads the way with a secondary app called Loop. Loop gives customers a simpler, hassle free and awkward free way to share money among friends.

Your Impact: Building a greener tomorrow

As an Underwriting Admin Assistant at Tandem your focus will be on:

  • Proactively manage underwriting-related inbound communication (via telephone,
  • correspondence, email) from customers and third parties
  • Ensure that Individual, Department and Company set KPI targets are achieved
  • Attend and implement all training and coaching to ensure full compliance to policies and procedures
  • To work any additional tasks as set out by the Senior Underwriter/Manager
  • To ensure company policy regarding behaviours and conduct is always adhered to
  • Ability to adapt to potential shift changes based on business demands
  • 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
  • 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
  • Keep up to date with all Company/regulatory changes particularly those which affect own business area
  • Ensure best practice and compliance is adhered to at all times
  • Actively contribute to the achievement of the Underwriting 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

We'd love to hear from you if you have:

  • Any previous experience in financial services (with relevant regulatory appreciation) would be beneficial
  • A working knowledge and practical experience of financial services would be desirable
  • Demonstrable knowledge of FCA rules delivering fair outcomes to customers, CCA and GDPR regulations
  • Demonstrable knowledge of how own performance affects wider Company objectives

Rewards that reflect your value, what's in it for you?

At Tandem, your hard work is rewarded in many ways and we have an enhanced employee benefits package on offer from your very first day with us, the below is based on full time and may be pro-rated for part time workers:

  • 25 days annual leave plus 8 days Bank Holiday
  • An additional day off for a 'celebration day' including, but not limited to, birthdays, weddings, religious holidays, graduations etc
  • Buy or sell up to 5 days holiday a year
  • Healthcare cash plan through Westfield Health worth a minimum of £750 per year
  • 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