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Customer Disputes

3 months ago

Milton Keynes, United Kingdom Allica Bank Full time

About Allica

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

This is an exciting opportunity to join a fast paced, newly formed and fast-growing area of the bank. We are looking for a motivated Team Leader, with a real passion for developing colleagues and delivering the right outcomes for customers. The ideal candidate will have a good working knowledge of the regulatory requirements for Customer Disputes and Recovery via different schemes and methods.

The Team Leader role includes: -

  • Functional leadership and management of your team, including periodic performance reviews and supporting their personal development objectives and plans.
  • Work in partnership with the Transaction Monitoring & Investigations Team Leader, and the team, as part of broader Fraud Operations structure.
  • Support relationship management with 3rd parties and Allica contacts, including vendor relations.
  • Responsible for managing multiple workflows, ensuring adherence to all regulatory requirements and internal service level agreements, and taking a leading role in resolving any challenges.
  • Ensure case management within the team is handled efficiently and all requirements and milestones are met, including reporting to the appropriate schemes and ensuring financial reconciliation for claims.
  • Maintain a working knowledge of key regulatory schemes and guidelines in this area, i.e., VISA Chargeback regulations & the PSR APP Reimbursement Requirements, and champion the delivery of industry initiatives and changes within the bank.
  • Ensuring that all procedures are up to date and are operating correctly.
  • First point of contact for team queries, triaging before any escalation to the senior manager.
  • Responsible for Quality Assurance scores – sharing best practice, highlighting and delivering on areas requiring additional support / training.
  • Execute departmental performance reporting, taking ownership of performance and delivery on your teams' objectives, comfortable implementing improvement plans where appropriate.
  • Recognizing and rewarding excellence within your team and promoting those who are demonstrating our values for customer experience in exceptional ways.

If you think you can deliver operational excellence in the Customer Disputes arena, this is the role for you.


Principal Accountabilities

  • ‘Team Leader’ activities as highlighted above.
  • You are able to manage your workload and working day to ensure adherence to the team’s service level agreements and quality expectations and applicable regulatory requirements.
  • Develop and maintain good working relationships with areas of the business to ensure smooth and timely exchange of correspondence and communication.
  • Able to build and maintain relationships with external stakeholders and vendors.
  • Maintain true and accurate records for each case including clear audit trail.
  • Ensure compliance with Bank’s policies, procedures and guidelines together with all appropriate regulatory and statutory requirements, implementing actions to protect the Bank’s business at all times.
  • Champion and demonstrate the Bank’s brand and culture values at all times, ensuring that all accountabilities are undertaken in accordance with the Banks policies and procedures, and good client outcomes form the basis of decisions made.
  • Communicate relevant information to team members, senior management and other interested parties ensuring essential features of the situation are understood, enabling informed decisions to be taken where appropriate.
  • Communicate with Business Relationships Managers to gather any necessary documentation.
  • Maintain clear and accurate internal records for MI and monitoring.
  • Assist Operations team and other departments as and when directed.


Personal Attributes & Experience

  • A strong customer experience ethic: experience of delivering a high standard of customer experience in a fast-paced environment.
  • Experienced people manager with the ability to lead and drive a high performing team and commit to the development of the team members as a primary role function.
  • Education to A level standard or equivalent
  • Excellent analytical and problem-solving skills, comfortable making data driven decisions
  • A robust knowledge and working understanding of Consumer Dispute typologies and recovery methodologies including, VISA Chargeback & Compliance, Credit Payment Recovery Scheme, Direct Debit Indemnity Claims and Authorized Push Payment Fraud Recovery.
  • A good level of financial and commercial awareness.
  • A good understanding of Fraud and Financial Crime regulatory requirements, including reporting and standards.
  • Excellent oral and written communication skills, along with strong relationship management skills as the role works closely with a number of internal and external stakeholders.
  • Excellent organizational and IT skills.


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.


Additional Information

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
  • 25 days holiday – with the option to Buy/Sell
  • Pension contributions
  • Discretionary bonus scheme
  • Private health cover (with the option to add family members)
  • Life assurance
  • Income Protection
  • Family friendly policies including enhanced Maternity & Paternity leave
  • Season ticket loans