Customer Care Admin Agent

We’re Atom…

The bank that’s leading the fintech charge.

We’re not like the rest. We’re true innovators, and we’re redefining what a bank should be. Ours is a bank for today and the future, a mobile-first bank. Forget the stuffy branches, with Atom you can bank whenever, wherever, faster, and simpler.

Based in Durham, we’re focused on bringing world-class career opportunities and developing a strong tech culture in the North East. Our team currently has over 450 brilliant people and is still growing; could you be the next innovator to join us?

What’s it all about?

The Operations department delivers fantastic customer service. It’s made up of several teams, including Intermediaries, Originations, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations and Customer Administration.

As a Customer Care Admin Agent, you are working as part of a team managing customers through sensitive journeys such as complaints, Financial Hardships, Power of Attorney and Bereavements.

The nature of the work requires high levels of empathy, accuracy and attention to detail and would suit those who have worked previously with vulnerable customers or data processing within financial services. The role will require, at times, direct interaction with customers or 3rd parties and close working relationships with stakeholders across a variety of departments.

What will your ‘typical’ day look like…. (Different that’s for sure):

• Managing the completion of a variety of servicing tasks for accounts experiencing a form of vulnerability/bereavement/poor service etc. with the primary aim of delivering a seamless customer experience resulting in high levels of customer satisfaction. The output of this will be an excellent and timely service to customers applying for Power of Attorney and guiding the bereaved through our bereavement process.
• Producing and sending out regulatory documents such as statements for customers who do not have app access.
• Assisting financial hardship customers by packaging their supporting documentation once received so it can be reviewed in a timely manner.
• Working with our customers, whether that be customers, brokers or solicitors consistently seeing their point of view and finding the best solution for everyone for accounts experiencing a form of vulnerability/bereavement/poor service etc.
• Solving problems, trouble shooting and anything that contributes to continually improving our customer experience for accounts experiencing a form of vulnerability/bereavement/poor service etc.
• Driving and embracing change, all with an ‘up and Atom’ approach
• Being proactive, sharing knowledge, ideas and co-creating with others at Atom to ensure that the customer receives the best experience possible and identifying opportunities to automate and be more efficient
• Being the best you by always looking for areas of self-development and improvement

What do we need from you?

• Experienced in data entry within financial services.
• Strong organisation/admin skills
• Excellent attention to detail
• On the ball, quick, and able to adapt to our changing environment
• An enthusiastic team player
• A problem solver, we need to know you can figure things out
• Attention to detail and able to follow and adhere to process and procedures.

What’s in it for you?

• 4 Day Working Week
• Flexible/hybrid working
• Annual Share Option – performance related
• Incredibly generous company pension scheme (maximum of 13% of Atom input – candidate can put in more)
• ‘All About Me’ fund: £200 per year to spend on personal development
• 22.5 days holidays + 8 statutory days (rising by half a day with every 2 years in the company)
• Private Medical Insurance for you and full family
• Health Cash Plan – expenses paid on Optical/Dental/other appointments/treatments
• Life Insurance – 4 times annual salary
• Critical illness cover – 1 x lump sum annual salary
• Cycle to work Scheme
• Continuous development – professional qualifications

PLEASE NOTE: You must have the legal right to work in the UK to apply for this role as Atom Bank are unable to support Visa Applications/Sponsorship

Atom is an equal opportunities employer. We value you as an individual and therefore disregard race, religion/belief, gender, sexual orientation, maternity/pregnancy, age, gender reassignment, marriage/civil partnership and disability in any hiring decisions we make. Atom will always adhere to the Equality Act 2010.

All roles within Atom must adhere to the Conduct Rules as set out by the Prudential Regulation Authority (PRA) and Financial Conduct Authority (FCA).

As part of Atom bank’s commitment to the FCA’s Consumer Duty, Atom will, take all reasonable steps to avoid causing foreseeable harm to customers, take all reasonable steps to enable customers to pursue their financial objectives and act in good faith.