Job Description

Job Title: Admin Assistant (Home Improvements Lending - Underwriting)
Working Pattern: 36.25 hours per week, operating between the hours of 8am - 8pm Monday to Friday.
Salary: 23,500 and up to 20% 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.
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

Our Green Deal: Your Impact Amplified
A little welcome gift from us to you, we'll plant a tree in the Tandem Grove and you can enter into our "Green Deal" below:

• Volunteer 2 days a year for charity

receive an early Friday finish * Raise 200 per annum for charity
Tandem provide PR and marketing support * Have renewable energy at home
receive an additional 1 day annual leave * Drive an electric car
receive 500 towards a home charger
Ready to make your mark?
Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
Sourcing Model
Recruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page.
Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act (2010). We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.
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