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 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.