At a Glance
- Tasks: Provide top-notch customer service via chat and phone, resolving issues and managing complaints.
- Company: Join Allica Bank, the UK's fastest-growing fintech, dedicated to supporting SMEs.
- Benefits: Enjoy flexible working, private health cover, and a discretionary bonus scheme.
- Other info: Diverse workplace with opportunities for growth and innovation.
- Why this job: Make a real difference for local businesses while developing your skills in a supportive environment.
- Qualifications: Strong customer service experience and excellent communication skills are essential.
The predicted salary is between 25000 - 27000 £ per year.
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
Due to continued growth, internal promotions, and an ongoing need to support our expanding customer base, we’re excited to be hiring Customer Service Advisors. Operations in banking are 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.
Requirements
- 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.
- 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.
Compensation Range: £25K - £27K
Customer Service Advisor employer: Allica Bank
Allica Bank is an exceptional employer that prioritises the well-being and development of its employees, offering comprehensive onboarding support and ongoing growth opportunities. With a commitment to flexible working arrangements and a vibrant, inclusive work culture, Allica fosters a collaborative environment where diverse perspectives are valued. Employees enjoy a range of benefits including private health cover, a discretionary bonus scheme, and family-friendly policies, making it an ideal place for those seeking meaningful and rewarding careers in the fintech sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know Allica Bank! Research their values and mission, especially how they support SMEs. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers via chat and phone, make sure you can articulate your thoughts clearly. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a negative customer experience into a positive one. This will demonstrate your ability to handle complex situations effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining the Allica family. Don’t forget to follow up after applying!
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your customer service experience. We want to see how your skills align with what we’re looking for, so don’t be shy about showcasing your relevant achievements!
Show Your Passion:Let your enthusiasm for helping customers shine through in your application. We love candidates who are motivated by a need to help people, so share any experiences that demonstrate your commitment to outstanding service.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that are easy to read and understand.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at Allica Bank
✨Know the Company Inside Out
Before your interview, take some time to research Allica Bank. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Customer Scenarios
As a Customer Service Advisor, you'll be dealing with various customer situations. Think of examples from your past experience where you've successfully resolved issues or handled complaints. Be ready to discuss these scenarios during the interview to demonstrate your problem-solving skills.
✨Showcase Your Communication Skills
Since you'll be communicating with customers via chat, phone, and email, it's crucial to showcase your excellent oral and written communication skills. Practice articulating your thoughts clearly and concisely, and consider how you can adapt your language to resonate with different customer needs.
✨Emphasise Your Adaptability
Allica Bank values innovation and process improvement. Be prepared to discuss how you've adapted to changes in previous roles or how you've contributed to improving customer service processes. This will highlight your ability to thrive in a dynamic environment.
