Customer Operations Specialist

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).
Shift Work: The Operations team proactively complete evening and weekend work (typically one evening per week and one Saturday morning per month) depending on the type of work each colleague is responsible for. This time is factored into the departmental rota and/or lieu time is given.

**Salary**: up to £24,000 dependent on experience and up to 20% bonus and benefits
Location: Cardiff, 5 days a week in the office until training is completed, hybrid working could be considered after this

**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.

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 **T**eam**

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**:

- 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, 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**:
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 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, C