Senior Customer Service Advisor

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Department Description

Operations in banking like in every other firm is established to carry out all the day-to-day transactions of the business. The Operations function within Allica has wide-ranging responsibilities supporting the customers of all product lines (Commercial Mortgages, Asset Finance, Deposits and Payment Account with aligned card activity), alongside our own internal stakeholders. We are particularly focused on the following, ensuring that the bank adheres to all relevant Regulatory requirements and our own internal policies and procedures at all times:

• Slick digital account opening, and in life servicing.

• Customer contact via telephony, email and in-app communications.

• Payment and reconciliation activity.

• Treasury operations.

• Customer due diligence through Know Your Customer, Know Your Business.

• Lending pipeline management.

• Quality assurance and control.

• Issue resolution.

• Effective record keeping and data management.

• Support of all change initiatives.

Role Description

The Customer Service Advisor will be responsible for 1st line customer service support for the Bank’s Retail and SME customers via Chat (Online) and Telephony, together with Back Office activities to support the smooth running of the function.

They will be the focal point for customers – delivering exceptional service whilst living our values and speaking a language our customers will understand and understanding the business and banking challenges our customers face.

Principal Accountabilities

• To field inbound communications from customers – either over voice, chat or social media – to action their requests, resolve their issues and manage complaints through to resolution.

• You’ll be responsible for case management, and this may include outbound customer communications, payments and letter writing.

• Some of the key exceptions you’ll be dealing with will include KYC, complaints, vulnerable customers, deceased/power of attorney cases and SME customers who might have complex needs.

• To proactively identify areas for process improvement and to seek new and innovative ways to better serve the customer.

• To live and breathe the Bank’s values, representing the Bank to customers and speaking to customers in a way that resonates.

• To support other teams as appropriate, where customer communication or engagement is required.

Personal Attributes & Experience

• Strong customer service experience, having worked in customer facing and or telephone service roles.

• Experience using core banking systems and familiar with the use and application of social media as a form of interaction.

• Experience in dealing with complex complaints and in taking ownership of customer concerns through to resolution.

• Experience of core processes (e.g. account opening, servicing and closing, payments processing, complaint handling, KYC case referrals, general enquiry management)

• Experience in working with workflow / task management tools

• Knowledge of financial services rules and guidelines

• Excellent oral and written skills as they will be constantly communicating with customers

• Quickly react and adapt to stressful and difficult situations

• Enthusiastic and articulate, whilst being motivated by a need to help people

• A problem solver and can create positive customer outcomes in diverse situations

• Conform to our ethical standards and conduct

• Perform administrative tasks related to the customer interaction

• Deliver outstanding customer service as measured through customer satisfaction KPIs

• Manage and monitor service providers for customer quality

• Drive customer service innovation and continuous improvement of process to deliver better customer outcomes

• Act as an ambassador/advocate for Customer within the Bank

• Adhere to quality control requirements and ensure compliance with policy

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities

• Options for flexible working

• Regular social activities

• Pension contributions

• Discretionary bonus scheme

• Private health cover

• Life assurance

• Family friendly policies including enhanced Maternity & Paternity leave

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.