Customer Operations Co-worker - Payments Team

Who we are:

Triodos Bank is an award-winning organisation and one of Europe’s leading sustainable banks, whose mission is to make money work for positive social, environmental, and cultural change. We offer a wide range of banking services for people who want to use their money consciously - from current accounts through to investments and savings. We only finance companies, organisations and projects that benefit people and the environment.

Our mission is -

• To help create a society that promotes people’s quality of life and that has human dignity at its core
• To enable individuals, institutions, and businesses to use money more consciously in ways that benefit people and the environment, and promote sustainable development
• To offer our customers sustainable financial products and high-quality service

We’re a certified B Corporation, meaning that we are part of a community of businesses driving the shift to a new kind of economy, that is better for workers, better for communities and better for the environment.

The Opportunity:

We are delighted to be recruiting for a Payments Co-worker to join our Payments team at our Bristol Head Office. This is a full-time permanent role and offers the benefits of a flexible hybrid working. Typically, this would require 2 days in our Bristol office per week, with a choice of working from home on the other days (following an initial induction period).

The overall purpose of this role is to provide exceptional customer focused service to both Triodos Banks’ external and internal customers with a focus and commitment to meeting team quality and performance levels. With the ultimate aim of building and deepening relationships with customers and potential customers.

You will be working in a team environment to support the completion of the teams’ daily workflows, ensuring all processes and quality standard are met.

In addition, key responsibilities will require you to:

• Provide consistently high quality customer service.
• Adhere to team processes and ensure all are up to date.
• Prioritise own workload by working to a daily workflow plan given to you, and where necessary, escalate issues which prevent the daily workflow plan being achieved and controls being met.
• Adhere to daily deadlines and timelines to ensure that relevant work is completed.
• Work to achieve set Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Achieve consistent Right First Time (RFT) score in line with set targets in all processes.
• Recognise, respond to, and take responsibility for any complaint you receive by phone, letter or email, following the correct process to record and respond to the complaint within Financial Conduct Authority (FCA) guidelines.
• Complete work in line with banking practice and regulatory requirements.
• Be responsible for completing, where required, all necessary Anti Money Laundering (AML) and regulatory checks and assessments on customers, their UBOs and any other connected parties, ensuring that the Bank’s records are maintained and complete for compliance, audit and reporting requirements.
• Communicate with internal stakeholders and customers throughout processes where necessary, ensuring the completion of all necessary steps in an efficient and timely manner whilst adhering to deadlines.
• Be proactive in suggesting continuous improvements in line with current process improvement methodology.
• Comply with all regulatory obligations and internal governance to help ensure ethical behaviour, working to deliver good customer outcomes and avoiding foreseeable harm in line with Triodos’ practice of putting customers at the heart of what we do.

What we are looking for:

To be successful in this role you have an excellent customer focus combined with strong organisational skill and a high level of attention to detail.

Previous administrative experience in a regulated inductor would be desirable for this role. Ideally, the administrative experience would include working to SLAs, processing customer requests, data entry, banking experience/knowledge and quality checking of work.

Triodos Bank is proud of its culture, ethos, and ability to make a positive change in society. It is important that candidates evidence a strong commitment to Triodos Bank’s core values of sustainability and transparency, as well as the personal qualities to live these values.

Offer

In return for your hard work and dedication, you will receive a salary of between £24,000- £25,000 Full Time Equivalent (FTE) salary depending on experience, plus access to our extensive benefits package, where most of our benefits are non-contributory.

Our benefits include:

• Non-contributory pension scheme from your first day of 8% in year 1 and 10% from year 2 onwards
• Life Assurance (worth 4 times basic pay)
• Income Protection - 75% of basic pay after 13 weeks sick and following six months service
• Private Medical Insurance with optional enhanced or HCP family coverage
• A Health Cash Plan
• Vitality Leave - After each 5 years of service, you will be able to take a sabbatical of up to 3 months
• 27 days (FTE) annual leave plus bank holidays per annum increasing to 30 days after 2 years’ service
• A buy and sell holiday scheme of up to 5 days (Full Time Equivalent) up to maximum of 35 days total annual leave
• 5 days fully paid carers leave
• A wellbeing allowance of £200 a year
• 1 Wellbeing Day
• Free yoga classes
• Co-worker retail discounts
• Cycle to work scheme
• Refer a Friend scheme
• Colleague recognition voucher scheme

Triodos reserve the right to close the vacancy once sufficient applications are received, so please do apply asap if this opportunity is of interest to you.

Closing Date: 17/05/2024