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 by 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. Recognised in The Sunday Times Best Places to Work for 2024 and 2025, Tandem is helping to shape the future of sustainable banking.
Key Responsibilities
- Proactively service requests from our customers efficiently and professionally ensuring 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 (e.g. complaints, vulnerability, 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
- 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