Lending Servicing Officer

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.

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 Operations in banking like in every other firm is established to carry out all 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 • Undertakes all CDD activity to support the onboarding and ongoing review and validation of both Retail and SME customers to the Bank. • Undertaking EDD (Enhanced Due Diligence) where higher risk ratings are present to ensure the bank is protected from fin crime risk. • Responsible for ensuring and operationalising all required AML activity in conjunction with the 2nd Line Risk and Compliance teams and the MLRO with a particular focus on the management of risk and meeting regulatory requirements, whilst acting at all times in the best interest of customers, employees and other key stakeholders. • Responsible for the day-to-day 1st Line CDD activity validating the quality of decisioning supported by external agencies and undertaking full reviews and making decisions and recommendation on more complex CDD activity which falls outside of system parameters. • Will work closely with colleagues across the operations function (including across sites) and other Bank functions to ensure end-to-end coverage of onboarding, account review and payment processes and with a strong working and collaborative working relationship required with the 2nd Line Risk & Compliance colleagues and the MLRO. Principal Accountabilities • Implement and observe a first-class leading CDD record and review framework, with records accurately maintained and properly catalogued in accordance with the framework and its procedures and requirements. • Implement and observe an AML record and review framework, with records accurately maintained, properly catalogued in accordance with the framework and its procedures and requirements. • Ongoing review of all CDD processes and procedures to assure that key failure points are identified and appropriately flagged. • Develop and implement a CDD reporting dashboard in line with business operational and reporting needs. • Ensure controls and checks are in place and are being actively managed to ensure all activities including the management of exceptions and reconciliations are completed accurately, effectively and in a timely manner, escalating issues and problems to the HOO. • CDD & AML subject matter SME, working closely with all projects delivering change into the Bank to identify to ensure relevant CDD & AML responsibilities are appropriately considered. Personal Attributes & Experience • CDD and AML subject matter expert and practitioner, • Excellent working knowledge of FCA, PRA regulations and JMLSG guidelines. • Able to facilitate, manage and approve CDD and EDD cases within delegated authority, escalating to the MLRO and with records • Able to review CDD records for accuracy, completeness and compliance with AML regulatory compliance including maintaining and updating existing clients • Experience of dealing with a variety of entity types including complex SPVs, charities, trusts and corporates, including SME customers with complex business structures across multi-jurisdictions. • Able to establish final beneficiary ownership within entities, conducting checks such as PEP, sanction and adverse media and maintaining PEP registers • Liaising with internal departments and acting as point of contact for clients to resolve any queries, with experience of working with outsourced and multi-site operations. • Proven experience building and implementing strategies to identify and mitigate CDD and AML risks • Experience of building, implementing and improving the customer experience attaching to the CDD and AML processes. 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. We are looking for a dynamic, hands-on and forward-thinking IT Service Manager to join our team. The successful candidate will oversee the service desk and lead our IT service management function, focusing on delivering a best-in-class IT experience for all users. This role requires both management and technical background to lead by example, driving continuous improvement across IT services, and ensuring exceptional service delivery, customer satisfaction, and operational excellence. The role requires a proactive approach, the ability to work autonomously, and strong organisational skills. Principal Accountabilities Working very closely with different functions within the company, including Incident Management, Customer Technical Support, Technology, & Delivery Squads to: * Lead the service desk function, mentor, and manage the team, offering guidance and support to foster high performance and encourage professional growth. * Full responsibility of IT service desk operations, actively driving resolutions of service desk tickets and requests while ensuring the delivery of exceptional IT service standards across the team. * Enhance the end-user IT experience by implementing innovative workplace technologies, adopting industry best practices, and collecting regular feedback to understand and address user needs effectively. * Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to uphold high service quality. Collaborate with stakeholders to continuously improve service metrics. * Leverage extensive technical expertise to lead by example, providing handson troubleshooting support as required and mentoring the IT service desk team members to enhance their technical competencies. * Set and maintain the standards for the Joiner-Mover-Leaver (JML) process to ensure seamless employee onboarding, internal transitions, and offboarding, while improving the experience through automation. * Manage IT asset processes to optimize the utilization of hardware and software resources, including lifecycle management. * Conduct regular weekly team meetings, team performance evaluations, and training sessions to strengthen team capabilities and skills. * Serve as the final point of escalation and collaborate closely with the Incident Management and Platforms Engineering teams to address and resolve complex issues. * Utilize metrics and reporting tools to drive performance improvements and demonstrate the value of IT services to the organization. * Stay informed about industry trends and technological advancements to ensure the organization benefits from cutting-edge solutions and methodologies. * Proactive approach to identifying potential IT issues and implementing preventative measures to mitigate risks. * Working independently and autonomously to manage tasks and projects, ensuring their timely and high-quality completion. Personal Attributes & Experience * Applicants must have the unrestricted right to work in the UK, as we are unable to provide sponsorship. * A minimum of 5 years of experience in leading and managing IT Support Engineers, adopting a hands-on approach and serving as a point of escalation when required. * Strong technical expertise, evidenced by previous experience in technical support roles, including proficiency with ITSM tools such as Jira. * Prior experience in Service Management within a dynamic IT environment, with a sound understanding of and exposure to the ITIL Service Management Framework to ensure the delivery of high-quality services and continuous improvement. * Exceptional attention to detail, coupled with excellent written and verbal communication skills. * Proven analytical thinking skills, with the ability to prioritize tasks based on severity and urgency. * Demonstrated experience in developing, implementing, and reporting on SLAs and KPIs to assess team productivity and performance. * A collaborative approach, with the ability to work effectively across functional boundaries to address customer-related issues and achieve shared objectives. * A proactive and self-motivated mindset, with the capability to work independently on projects that contribute to the broader objectives of the function. 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.