Customer Administration Team Leader

Job Description

Were Atom The bank thats leading the fintech charge!Were not like the rest. Were true innovators, and were 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.Could you be the next innovator to join us Whats it all about Atoms Operations department delivers fantastic customer service. Its made up of several teams, including Intermediaries, Originations, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations and Customer Administration.As Customer Administration Team Leader youll lead a specialist team responsible for the servicing and administration of complex back-office processes including Bereavement, Deeds Administration, Porting, Transfer of Equity etc, covering products includingSavings, Residential & Commercial Lending. This involves taking full ownership of cases and maintaining contact with solicitors, brokers, and customers.Youll work closely with mortgage underwriters and the lending processing teams, to provide insight and specialist knowledge, and support the collections and recoveries team leader in their activities. You will also work closely and effectively with TeamLeaders to support the various back-office teams and front office customer support.Reporting to Banking Services Manager youll be tasked with organising, planning, and prioritising work activities across the team to ensure SLAs are met, and act where needed to re-prioritise workloads and ensure tasks are completed to a high standard ofquality. What will your typical day look like You will:

• Motivate and develop the team
• Work with internal and external stakeholders
• Ensure the team comply with internal controls and external regulations
• Continually review team performance and pro-actively respond to changes in customer demand - Identifying opportunities to streamline processes to improve operational efficiency and customer experience
• Take decisions within the limits of the established policies and procedural guidelines
• Respond to escalated internal and/or external enquiries, working with stakeholders to establish the most appropriate solution available.
• Act as a technical point of contact in respect of the activities undertaken within the Banking Services team

What do we need from you

• Proven and demonstrable experience in a leadership role
• Ideally knowledge of residential or commercial lending
• Strong organisational & planning skills
• Be flexible, adaptable, able to respond to change
• Be a strong communicator
• Passionate about delivering service excellence

What youll get from us:

• Flexible hybrid & remote working
• 4-day work week
• Annual Share Option scheme - company 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 holiday plus public holidays
• 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.