Job Description

Job Title: Customer Service Executive
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: xc2xa325,000 per annum and up to 20% bonus and benefits
Location: Cardiff, hybrid workingAt Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated Customer Service Executive ready to make an impact, we've got a space with your name on it!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).We are Tandem - Where impact meets innovationTandem 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 banking apps, 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 changeOur Operations teams, handle all customer contact, managing inbound queries throughout the product lifecycle and supporting customers in financial difficulty or arrears. We aim to deliver exceptional service through knowledgeable, well-trained colleagues who meet our customers' needs.Your Impact: Building a greener tomorrowAs a Customer Service Executive at Tandem your focus will be on:

• Build trust with customers, providing tailored information and managing inbound communication related to servicing and arrears.
• Ensure accurate issuance of regulatory documentation (e.g., statements, redemption quotes).
• Identify and refer issues requiring specialist handling (complaints, vulnerability, fraud).
• Handle customer complaints, investigating and resolving with a focus on fairness.
• Support vulnerable customers and address their specific needs with care.
• Proactively manage arrears, identifying causes and negotiating repayment solutions.
• Conduct Income and Expenditure assessments, making repayment decisions based on TCF principles.
• Ensure compliance with Company standards, FCA regulations, and customer treatment principles.
• Maintain competence through ongoing training and stay updated on regulatory changes.
• Contribute to company objectives, promoting fair customer outcomes and best

We'd love to hear from you if you are:

• Team player willing to go the extra mile and handle high call volumes efficiently.
• Positive can-do attitude with a flexible approach to meet business needs.
• Excellent organisational skills to manage tasks in a fast-paced environment.
• Honest, reliable, and committed to delivering high-quality service.

It would be great, but not essential if you have:

• Experience in financial services, with a strong understanding of relevant regulations and success in customer service and arrears management.
• Proven ability to manage arrears, apply forbearance measures, and identify vulnerable customers.
• Knowledge of FCA rules (including CONC), CCA, GDPR, and delivering fair customer outcomes.
• Understanding of how individual performance impacts wider company objectives in arrears collection.

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 worth a minimum of xc2xa3750 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 AmplifiedA little welcome gift from us to you, we'll plant a tree in the Tandem Grove and you can enter into our xe2x80x9cGreen Dealxe2x80x9d below:

• Volunteer 2 days a year for charity

receive an early Friday finish * Raise xc2xa3200 per annum for charityTandem provide PR and marketing support * Have renewable energy at homereceive an additional 1 day annual leave * Drive an electric carreceive xc2xa3500 towards a home chargerReady 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 ModelRecruitment 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. #INDSJ

Tandem Bank