Operations Administrator, Tandem

• Demonstrable administration experience

Desirable

• Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers
• 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. The purpose of the role is to support the Operations Leaders 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 MCOB and CONC rules)
• Led by our Operations Director, our Operations teams are responsible for all customer contact.  The teams are the primary points of contact for customers including responding to their inbound queries during the lifetime of their mortgage or loan as well as supporting customers that are in financial difficulty and/or arrears.
• Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well training operational colleagues to deliver the service that our customers expect of us. The Operations Administrator is not a phone-based role but it will be supporting administration activities for telephony teams
• As an Operations Administrator at Tandem your will be responsible for:
• Responding to inbound requests from customers and authorised third parties ensuring replies are sent accurately within departmental service levels
• Ensure regulatory correspondence is issued to customers accurately and correctly in accordance with regulatory requirements (including but not limited to redemption quotations and annual statements)
• Completion of daily tasks in accordance with departmental service levels
• Support the Operations Leaders with the completion of departmental control reports to ensure that departmental risks are mitigated
• Communicate with authorised third parties (including third party firms acting on behalf of the customer) including proactively obtaining updates regarding the customers circumstances (including but not limited to debt advice agencies, IVA practitioners and solicitors)
• Ensuring detailed and accurate customer records are maintained at all times
• Identify customer 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 (letter and email) is completed to Company standards with adherence to internal policy and procedures and that the principles of TCF are consistently upheld with all customers
• Attain and maintain own competence to Group Training and Competence Framework demonstrated by ongoing adherence
• Proactively challenge existing processes and take ownership for implementing positive changes which are within own span of control
• Keep up to date with all Company/regulatory changes particularly those which affect own business area
• Actively contribute to the achievement of the Company Balance Scorecard 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