Role Overview
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, supporting customers in financial difficulty and arrears.
About Tandem
Launched in 2014 as one of the UK’s original challenger banks, Tandem is proudly headquartered in the Northwest, with over 500 people working across the UK.
Key Responsibilities
- Proactively service requests from our customers efficiently and professionally ensuring at you provide the customer with the information that they require.
- Proactively manage all customer service-related inbound communication via telephone, correspondence, email, portal from customers and third parties.
- Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements.
- Identify situations that may require specialist handling such as complaints, vulnerability, or fraud and refer these where appropriate.
- Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties.
Requirements & Eligibility
- Compliance with all relevant Company and regulatory obligations (including adherence to FCA rules including FCA MCOB and CONC rules)
- Knowledge and practical application of handling customer complaints
- Knowledge and practical application of dealing with vulnerable customers
Required Skills & Tech
Customer SupportArrears ManagementFCA ComplianceNegotiation