Application Guide

How to Apply for Customer Service Executive

at Tandem

🏢 About Tandem

Tandem is a forward-thinking banking solutions company focused exclusively on green finance, helping customers make eco-friendly financial decisions. Unlike traditional banks, they integrate environmental responsibility directly into their financial products and services, offering a unique opportunity to work at the intersection of finance and sustainability.

About This Role

This Customer Service Executive role involves managing inbound communications related to servicing and arrears while ensuring regulatory compliance with FCA standards. You'll directly impact customer outcomes by handling complaints, supporting vulnerable customers, and referring financial difficulty cases to collections teams—all while promoting Tandem's mission of fair customer treatment in green banking.

💡 A Day in the Life

A typical day involves managing inbound customer communications about account servicing and arrears, ensuring accurate issuance of regulatory documents, and identifying cases needing specialist handling. You'll balance high call volumes with careful attention to vulnerable customers while maintaining strict compliance with FCA regulations and Tandem's green finance principles throughout all interactions.

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Interview Prep

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🎯 Who Tandem Is Looking For

  • Has experience in UK financial services with specific knowledge of FCA regulations, customer servicing, and arrears management procedures
  • Demonstrates proven ability to handle high call volumes efficiently while maintaining accuracy in regulatory documentation like statements and redemption quotes
  • Shows genuine empathy and skill in supporting vulnerable customers and resolving complaints with fairness
  • Possesses excellent organizational skills to manage multiple tasks in a fast-paced remote environment while staying updated on regulatory changes

📝 Tips for Applying to Tandem

1

Highlight specific experience with FCA regulations and regulatory documentation in financial services, not just general customer service

2

Mention any experience with green finance, sustainable banking, or environmental initiatives to show alignment with Tandem's mission

3

Provide concrete examples of handling vulnerable customers or arrears situations in previous roles

4

Emphasize your ability to work independently in a remote UK setting while maintaining compliance standards

5

Include metrics showing efficiency with high call volumes while maintaining quality outcomes

✉️ What to Emphasize in Your Cover Letter

['Your understanding of FCA regulations and experience with regulatory documentation in financial services', 'Specific examples of supporting vulnerable customers or handling arrears situations with positive outcomes', "Alignment with Tandem's green finance mission and how you've promoted ethical customer treatment", 'Ability to manage high-volume remote work while maintaining accuracy and compliance']

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Tandem's specific green finance products and how they differ from traditional banking services
  • → Recent FCA regulations affecting customer servicing and arrears management in UK banking
  • → Tandem's company values and how they promote fair customer outcomes in their public communications
  • → The UK regulatory landscape for vulnerable customers in financial services

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Describe your experience with FCA regulations and handling regulatory documentation in a financial services context
2 Walk me through how you would handle a vulnerable customer expressing financial difficulty while maintaining compliance
3 How do you stay organized and accurate when managing high call volumes in a remote setting?
4 What interests you about Tandem's focus on green finance and how would you promote this in customer interactions?
5 Give an example of a complex complaint you resolved fairly while following regulatory requirements
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⚠️ Common Mistakes to Avoid

  • Applying with only generic customer service experience without financial services or regulatory knowledge
  • Failing to demonstrate understanding of remote work discipline and compliance requirements
  • Not showing awareness of Tandem's green finance focus or FCA regulatory environment

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Tandem!

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