Payment Operations Specialist, Tembo
1-2 days a week in office (Central London)
Mortgage platform assisting users in securing home financing
Job no longer available
Mortgage platform assisting users in securing home financing
101-200 employees
Job no longer available
1-2 days a week in office (Central London)
101-200 employees
Company mission
To empower financial wellbeing.
Role
Who you are
- We’re looking for an experienced, customer-centric Payment Operations Specialist who isn’t afraid to roll their sleeves up, to help deliver the best, most trusted customer service as we grow our business
- Prior experience in payments operations role within financial services and or the fintech space (within a regulated environment)
- Understanding of ISA product flows — including customer deposits, withdrawals, and reconciliations
- Confident processing and validating customer withdrawals and deposits accurately and efficiently
- Experience communicating directly with customers via in-app chat and email regarding payment statuses and queries
- Skilled at triaging and resolving payment-related issues raised by the Customer Service team and internal stakeholders
- Comfortable working closely with Finance teams to reconcile transactions and maintain financial accuracy
- Ability to liaise cross-functionally with key internal departments and stakeholders (such as ISA Transfers, Home Purchases, Complaints, and wider operational teams)
- High attention to detail when dealing with financial information and customer records
- Analytical and proactive — able to spot transaction errors, inconsistencies, and escalate appropriately
- Strong organisational skills to manage multiple simultaneous payment requests while ensuring compliance with internal SLAs
- Clear and empathetic communicator, especially when explaining payment timelines or resolving sensitive customer issues
What the job involves
- In this role, you’ll be responsible for handling complaints and inbound and outbound communication with customers
- This includes liaising with internal and external stakeholders to ensure deposits and withdrawals into and for our customers happen seamlessly and without delay
- You will successfully collaborate with our operations, technology and compliance teams to ensure we achieve our company growth objectives
- As a tech-enabled business there is a big focus on innovative AI/technology focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly.
- At Tembo we utilise the latest tools and systems to deliver top class service, you’ll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (eg Using Intercom AI to automatically resolve as many tickets as possible without human intervention)
- You will live and breathe our values and ensure they are embedded across the team and into every customer interaction
- You will also provide data insights and reporting on performance to inform strategic decisions around future investment, products and technology developments
Salary benchmarks
Our take
Tembo is a digital platform transforming home buying and remortgaging by combining technology with expert advice to maximise affordability. It scanes over 100 lenders and 25 specialist schemes, boosting buyers' budgets by an a average of £82,000.
The company offers tailored mortgage solutions such as family boost and shared ownership deals, alongside life, income, and critical illness insurance. Its an interesting approach and since its 2020 launch, Tembo has assisted thousands of first-time buyers with innovative solutions for homeownership.
On its growth path it recently secured substantial funding as well as acquiring Nude Finance, further strenghtening its position in the market. This acquisition alongside its rapid growth, puts Tembo in a great position for continued success and innovation in making homeownership more accessible in the UK.
Freddie
Company Specialist at Welcome to the Jungle
Insights
76% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$18.6m
SERIES B
Apr 2023
$6.7m
EARLY VC
Total funding: $28.6m
Company HQ
Bermondsey, London, UK
Leadership
Richard Dana
(Co-Founder & CEO)Former CFO of Founders Factory and co-founder of budget boutique hotel Doris&Dickey (which sold to Chic Retreats).
Geoff Wright
(Co-Founder & CTO)Previously a Contractor at SilkFred, Babylon Health, StorIQ and BitPesa.
Eddie Ross
(Co-Founder & CPO)Co-founder of Circl. Previously founded DigiSub where they served as the CEO. They also served as the CPO at Mojo Mortgages and as the Head of Product and Director of Product and Technology at Quint Group.
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