Complaints Specialist

Abound

About Abound We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation. And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us. What you'll be doing: The operations team support our customers throughout the entire customer journey, assisting with queries as they apply for a loan all the way to arranging a suitable repayment plan should they fall into financial difficulty. As a Customer Service Specialist you'll be expected to offer exceptional service at all times and provide tailored support to our customers, if and when they need it. At Abound we put our customers at the heart of what we do so it’s important that you do too. We're looking for individuals who consistently go the extra mile, exhibit strong work ethic, and treat colleagues and customers respectfully. You’ll work from our Central Milton Keynes office 3 days a week with the ability to work from home for the remaining two. Who you are * Extensive customer service experience within financial services (preferably personal loans but any lending experience would be considered). * In depth knowledge and awareness of the financial services industry and regulations. E.g. FCA Guidelines, experience of KYC/TCF principles. * The ability to handle and resolve complex customer queries and complaints efficiently and independently. * Strong attention to detail with a high regard for accuracy. * Ability to work confidently individually or as part of a team, you’ll be self-motivated, being able to  recognise your own strengths and weaknesses, being committed to your own personal development and actively seeking opportunities to maximise contribution. * A proactive mindset, with the ability to identify problems that may arise and suggest solutions. * Excellent communication skills whilst liaising with colleagues and other areas of the business. * Exceptional customer service skills being able to listen, communicate effectively and manage expectations. You’ll be expected to take ownership and accountability of your work on a daily basis. * Communicate with customers through multiple channels at one time. * Be results driven and have the ability to work well under pressure. * You should possess the ability to be flexible, being able to adapt quickly to changing requirements and business demands. * The ability to work with other members of the team to eliminate process waste which does not add value to the borrower or the business and provide clear and concise rationale for the changes. * The desire to progress and development their skill set. Joining a FinTech startup is a fantastic opportunity to showcase your expertise. The success of the business relies directly on your actions. * Experience working with vulnerable customers, complaints and financial difficulty. What skills you'll need * Minimum 2 years customer service experience in financial services. * Experience of handling customer queries and providing an exceptional level of service. * Excellent communication skills with the ability handle difficult conversations if required. * Innovative and creating thinking, you’ll be expected to solve problems and think analytically. * Strong self-management skills – use your own initiative, be flexible and open to any changes whilst working in a fast paced environment. * Contribute regularly to improve processes and ensure they remain up to date. * Good standard of education including excellent computer literacy skills. * Experience logging, investigating and resolving complaints. * You may be expected to support other areas if the business if required, this is a good opportunity to expand your knowledge in the consumer lending sector. * Multi-channel experience is preferred, telephony and email communication experience is essential. What we offer * Everyone owns a piece of the company - equity * Hybrid with 3 days a week in the office * 25 days’ holiday a year, plus 8 bank holidays * 2 paid volunteering days per year * One month paid sabbatical after 4 years * Employee loan * Free gym membership through WellHub * Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering

Allica Bank

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. Role Description The Complaints Handler role works within the Complaints Team. As a new and fast growing bank, Allica is now of a scale that a full team is required to manage all Complaints and disputes within the bank. We are known for excellent service, but when customers don’t have a good experience we need to assess and learn why. The role will be to support the growing Complaints function in the business. This will require logging, investigating and managing a wide variety of complaints and disputes, relating to our customers. This will require working alongside the Complaints Manager, Senior Complaints Handler and the wider Operations team, as well as other departments and functions outside of the Operations team. A confident communicator (written and verbal), the successful candidate will be highly organised, delivery focused, and passionate about Customer Experience. Principal Accountabilities * 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. * Proactively identify areas for process improvement and to seek new and innovative ways to better serve the customer. * Represent the Banks values when speaking to customers. * 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 * A problem solver and can create positive customer outcomes in diverse situations 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.

Allica Bank

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 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. * 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.