Customer Operations Specialist

**Job Title**:Customer Operations Specialist - Mortgages
**Reporting to**:Mortgage Operations Manager
**Working Pattern**: 36.25 hour working week, shift pattern covers 08.00 - 19.00 Monday - Saturday
**Salary**: £26,000 - £30,000 and up to 20% bonus and benefits
**Location**: hybrid working (days a week) from our Central Cardiff offices

**About Tandem**

We're Tandem. The UK's fairer, greener, digital bank providing hard working people across the UK with greener ways to spend, borrow and save.

With more than 500 people in London, Blackpool, Cardiff, Durham and Manchester, all working together to create a fairer, greener, more accessible bank for people across the UK.

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.

We've taken the beliefs, behaviours, and personality and created four underpinning values. These values demonstrate our guiding principles and behaviours for everyone at Tandem. Our ambition is that these values are ingrained and always front of mind when we're engaging with our stakeholder audiences. Our values are BRAVE, ENTERPRISING, SIMPLE and TOGETHER.

**Our Team**

The role of a Customer Operations Specialist is to support the Mortgage Operations Manager to achieve departmental service levels whilst upholding company standards and complying with all relevant Company and regulatory obligations including adherence to PRA rulebook/FCA handbook rules (including MCOB/CONC rules), delivering fair outcomes to customers, CCA, GDPR regulations, Fraud and Anti-Money Laundering regulations.

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

**What you will be working on**:

- Actively engage and build trust with customers providing information appropriate to their individual circumstances
- 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
- 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
- Ensure that all customer contact both written and verbal is conducted within Company standards, PRA/FCA regulations, Customer Complaint procedures and that the principles of good customer outcomes 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 adhered to at all times
- 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**:
**Essential**:

- Educated to GCSE level (or equivalent) grade C or above in Maths and English
- Previous experience in banking/financial services (with relevant regulatory appreciation) with demonstrable success in first and second charge mortgage administration, customer service and arrears
- Demonstrable experience of collecting arrears with knowledge of how own performance affects wider Company objectives
- Demonstrable knowledge of PRA rulebook/FCA handbook rules (including MCOB rules), delivering fair outcomes to customers, CCA, GDPR regulations, Fraud and Anti-Money Laundering regulations
- A working knowledge of first and second charge secured lending customer services and collections/arrears management in the Banking/Financial Services industry

**Desirable**:

- Certificate in Mortgage Advice and Practice (CeMAP), Certificate in Debt Collection (CertDC) or similar level qualification desirable

**Benefits**
**Current Rewards**
- 25 days annual leave plus 8 days bank holiday
- Buy or sell up to 5 days holiday a year
- 1 day off for your birthday
- Electric Vehicle scheme
- Cycle to work scheme and a free helmet
- Reward Hub for treats, cash back and discounts
- Pension contribution matched up to 4%
- 2 days per year paid volunteering
- Free cereal and snacks in the office
- Smart tech scheme (buy goods wit