Complaints Handler

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 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

- 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....