Collections Advisor

6 months ago

Cardiff, United Kingdom Tandem Bank Full time

**Job Title**:Collections Advisor
**Working Pattern**: Contractual hours will include Monday to Saturday between 8am to 7pm. However, operationally our opening hours are currently 8am to 4pm (with a 45 minute lunch break). Any additional hours worked is factored into the departmental rota and /or lieu time is given.
**Salary**: up to £27,000 bonus and benefits
**Location**:Cardiff, Office based for training then hybrid working

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

**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 team: Collaborators in change**

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

We offer careers that provide great opportunities to develop and progress alongside a fast-growing, forward-thinking business, allowing you to power your potential and thrive within Tandem, the greener, fairer bank

**Your Impact: Building a greener tomorrow**

As a Customer Relationship Manager at Tandem your focus will be on:

- Actively engage and build trust with our customers providing information appropriate to their individual circumstances.
- Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.
- 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.
- 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.
- 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.

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

- Experience in a similar role within a financial services collection's environment is preferable but not essential
- Ability to positively contribute to a team
- Ability to self-motivate and use own initiative to achieve individual target

**Qualities we look for**:

- Someone who will positively contribute to the team.
- Honesty and reliability
- Good organisational and time management skills resulting in the ability to prioritise tasks to meet tight deadlines.
- Excellent attention to detail and a desire to provide excellent customer service.
- Strong communication skills with the ability to actively listen and show empathy.
- Excellent written and oral communication skills.
- Strong computer literacy including working experience on Microsoft Office.

**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:

- 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

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