Telephone Banking Advisor

4 weeks ago

Milton Keynes Buckinghamshire, United Kingdom Allica Bank Full time

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

This role sits within the Risk department, initially a cross functional role supporting our 2 main lending products; Commercial Mortgages and Asset Finance. You will be joining Allica Bank as we continue building a business dedicated to serving the needs of small and medium-sized companies at what is a crucial time for the sector.

Allica Bank exists to empower small and medium sized businesses to succeed. Through our unique combination of modern tools, local relationships and tailored expertise we deliver expert banking for business Britain.

This role is responsible for assisting the Collections & Recoveries Managers in managing the Bank’s Commercial Mortgage and Asset Finance portfolio of customers who may be displaying signs of distress.
Working with our customers throughout their journey to bring their arrears up to date, ensuring your knowledge of all regulatory and compliance changes are up to date whilst having the ability to apply this in your interaction with our customers.
Assist the Collections & Recoveries Managers to successfully implement strategies, enabling customers to bring their debt repayments up to date. Actively building a good rapport with our customers to facilitate a positive relationship, having sometimes challenging, unscripted conversations and applying your knowledge and experience to achieve the best outcome for the Bank and the customer.
Where customers cease to trade or where arrears become unmanageable, providing support to the Collections & Recoveries Managers when working with third parties. This may involve Solicitors, Insolvency Practitioners (IPs) and Debt Collection Agencies to assist in the recovery of debt through possible repossession of Commercial Property or assets.
Day to day Management of accounts in arrears or showing signs of deteriorating credit quality and accounts in Workout/Recovery. Using appropriate strategies which may include implementing repayment plans, agreeing forbearance or where necessary developing recovery strategies.
Where necessary, terminating finance agreements on Asset Finance exposures and working with the Asset Manager to recover and sell assets to maximize sale proceeds.
Liaising with Insolvency Practitioners and Debt Collection Agents.
Talking to our customers predominantly via telephone calls and emails, supporting them by providing solutions and forbearance.
Understanding our regulatory obligations and ensuring these are fulfilled in line with our customer outcomes.
The role will involve predominantly talking to customers who are experiencing financial difficulty but some of your time will be spent offering general customer service to customer's who have questions, feedback, complaints or compliments via chat and/or phone.

Previous experience in a Collections department ideally working with Commercial Mortgages and/or Asset Finance products, relating to SMEs where you have gained a sound knowledge of the processes/procedures
Knowledge of the legal and contractual rights of both the bank and the customer and the bank’s options to enforce its security in the event of a customer default.
Clear knowledge of the current regulatory environment including Treating Customers Fairly principles and dealing with vulnerable customers.
Comfortable speaking on the phone to customers and would be happy to speak to our customers through different methods.

Flexible working
That’s why Allica Bank is fully committed to flexible and hybrid working. Diversity
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.

Full onboarding support and continued development opportunities
~ Options for flexible working
~ 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
~ Family friendly policies including enhanced Maternity & Paternity leave
~ Season ticket loans

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