At a Glance
- Tasks: Solve complex customer issues and improve their experience with our savings products.
- Company: Join Tembo, an award-winning fintech helping people save and own homes faster.
- Benefits: Competitive salary, monthly commission, hybrid work, and a focus on personal growth.
- Other info: Be part of a dynamic team with a commitment to continuous improvement and customer satisfaction.
- Why this job: Make a real difference in customers' lives while working in a fast-paced, innovative environment.
- Qualifications: Experience in fintech or banking, strong problem-solving skills, and excellent communication.
The predicted salary is between 30000 - 30000 £ per year.
Tembo is an award-winning savings and mortgage platform, helping people grow their money and get onto the property ladder faster. Our ISA offering is at the core of what we do. With products like Cash ISAs and Lifetime ISAs, we make it simple for customers to maximise tax-free savings and build towards their goals with confidence. Designed to be competitive, flexible and easy to use, our savings products help customers make their money work harder. Our savings and mortgage propositions work seamlessly together - supporting customers from their first pound saved through to home ownership and beyond. With rapid growth and ambitious plans for new products and innovation, we’re just getting started. We’re rated 4.8* on Trustpilot, with every customer review celebrated and a relentless focus on keeping that standard as we scale. We’re backed by leading investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension and Love Ventures, alongside purpose-led partners such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.
We’re looking for a customer-first Escalations Specialist who thrives on solving complex problems and delivering fair, timely outcomes for customers. You'll sit between our Customer Support and Complaints teams, taking ownership of complex customer issues that require deeper investigation, specialist knowledge and cross-functional collaboration. You'll become a subject matter expert across Tembo's savings products and processes, using your knowledge of ISAs, transfers, withdrawals and savings operations to investigate issues, identify root causes and drive resolutions. You'll work closely with Customer Support, Complaints, Operations, Finance Operations, Product, Tech and Compliance teams to ensure customer concerns are resolved efficiently and lessons learned are fed back into the business. With a strong focus on continuous improvement, you'll identify trends, challenge existing processes and help improve customer journeys, operational efficiency and customer outcomes. You'll also champion our values, contribute ideas to improve how we support customers and play a key role in maintaining the high standards our customers expect from Tembo.
What we’re looking for:
- Experience within fintech, banking or regulated financial services
- Expert knowledge of ISA and LISA products, including transfers, withdrawals, subscriptions and savings journeys
- Strong understanding of ISA regulations and operational processes
- Experience handling escalated customer issues, complaints or complex investigations
- Excellent problem-solving and root cause analysis skills
- Strong written and verbal communication skills, with the ability to explain complex issues clearly and confidently
- High attention to detail and ability to make balanced decisions in a regulated environment
- Comfortable working across multiple systems and tools in a fast-paced environment
- Ability to build strong relationships and work collaboratively across Operations, Compliance, Finance Operations, Product and Tech teams
- Passion for delivering exceptional customer outcomes and improving customer experiences
- Comfortable thriving in a fast-paced, scaling start-up environment
Location: Hybrid, with an office in London Bridge (1 day per week in the office)
Salary range: up to £30,000 (plus monthly commission upon passing probation).
Our Values:
- Find a way: We innovate relentlessly to help customers get onto the property ladder.
- It’s all about the people: Customers, colleagues, and partners are at the heart of everything we do. We move quickly, listen to feedback, and evolve constantly.
Escalations Specialist - Savings employer: Tembo
At Tembo, we pride ourselves on being an exceptional employer that champions a customer-first approach while fostering a collaborative and innovative work culture. Our hybrid working model allows for flexibility, with just one day a week in our vibrant London Bridge office, and we offer competitive salaries alongside monthly commissions to reward your hard work. With a strong focus on employee growth and continuous improvement, you'll have the opportunity to develop your expertise in fintech and make a meaningful impact on our customers' journeys towards home ownership.
StudySmarter Expert Advice🤫
We think this is how you could land Escalations Specialist - Savings
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Tembo. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Escalations Specialist - Savings
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Tembo.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Tembo's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Tembo
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Tembo.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Tembo will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Tembo employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
