Specialist Support Agent

**Job Title**:Specialist Support Agent
**Working Pattern**: Monday to Friday, 9am to 5pm (with a 45-minute lunch break). Contractual hours will state Monday to Saturday between 8am to 7pm.
**Salary**: up to £28,000 - £32,000 and up to 20% bonus and benefits
**Location**: Hybrid working from Cardiff or Durham
**Closing Date**:Applications will close on Friday 21st November.

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

The main purpose of the role is to support our customers who most need support.

This role has many aspects to it, you will own a portfolio of customers who are experiencing challenges such as Health Issues, Life Events, Resilience challenges and Capability challenges. Your responsibility is to guarantee that we offer appropriate assistance to these customers and achieve positive results.

You will also be responsible for ensuring the company is meeting regulatory requirements towards vulnerable customers, you will help ensure all staff are treating customers in the right way through, case reviews, call listening and delivering training and support. You will also be required to ensure you are aware of legislation changes and support the Specialist Customer Support Manager in delivering any changes to the bank as a whole. You will take part in projects and lead pieces of work across the bank to help improve policies, processes and documentation across all levels of the bank.

**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.

**Your team: Collaborators in change**

Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.

You will be working with a small and driven team who are dedicated to ensuring our customers are given the best support possible and ensuring the bank protects all of our vulnerable customers.

**Your Impact: Building a greener tomorrow**

As a Specialist Support Agent at Tandem your focus will be on:

- Effectively listening and demonstrating empathy and respect to all customers to provide an outcome that is as fair and positive as it would be for a non-vulnerable customer.
- Working with Tandem employees where there is a vulnerability need identified to support our people as well as we would all our customers.
- Identifying any gaps within policies and procedures in assisting vulnerable customers effectively.
- Ensuring detailed and accurate customer records to enable customers to not have to repeat their situations when making further contact.
- Working closely with third parties to aid in developing expertise and business understanding of vulnerabilities.
- Developing and maintaining a good level of knowledge of the relevant customer base and target market vulnerabilities.

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

- Someone who is customer centric and passionate about customer experience and protecting our vulnerable customers.
- Someone who is self-motivated; you'll have the desire to take the initiative and identify opportunities to enhance our vulnerable customer approach.
- Someone with excellent verbal and written communication skills with key ability to interact professionally and empathically with customers.
- Someone with experience of working in a conduct role in a financial regulated environment.
- Experience delivering coaching and training
- You'll be pragmatic in your approach to supporting customers.
- You'll be resilient and capable of thriving during periods of change.
- You'll be a diligent individual who is committed to continual assessment and improvement.
- You'll have knowledge of FCA regulatory requirements including consumer vulnerability guidance.
- You'll possess strong computer literacy including working experience on Microsoft Office.
- Someone who has demonstrable evidence of engaging/supporting vulnerability either in a work or personal environment.
- You'll be able to show any other qualifications that enable the ability to effectively support vulnerable customers.

**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
- 1 celebration day off for your birthday or additional religious calendar event
- Buy or sell up to 5 days holiday a year
- Healthcare cash plan through Westfield Health w