Customer Resolution Manager

About Allica Bank

Allica Bank stands as the UK's most rapidly expanding organization and the leading financial technology (fintech) enterprise to date. Our mission is to support established small and medium-sized enterprises (SMEs), a significant yet largely overlooked segment in the fintech landscape. Established SMEs play a crucial role in local economies, contributing over a third of our national output, yet they have often been disregarded by both conventional banks and contemporary fintech solutions.

Department Overview

The Operations division in banking, akin to other sectors, is designed to manage all routine transactions of the organization. Within Allica, the Operations team bears extensive responsibilities, catering to the needs of customers across all product offerings (including Commercial Mortgages, Asset Finance, Deposits, and Payment Accounts with associated card activities), while also collaborating with internal stakeholders. Our primary focus areas include:

• Streamlined digital account initiation and ongoing service management.
• Customer engagement through various channels such as phone, email, and in-app messaging.
• Payment processing and reconciliation tasks.
• Treasury management operations.
• Conducting customer due diligence through Know Your Customer (KYC) and Know Your Business (KYB) protocols.
• Management of the lending pipeline.
• Quality assurance and control measures.
• Resolution of issues.
• Effective record maintenance and data governance.
• Support for all change management initiatives.

Role Overview

This position presents an exciting chance to become part of a dynamic, newly established, and rapidly evolving segment of the bank. We seek a driven Team Leader who is passionate about nurturing team members and achieving optimal outcomes for clients. The ideal candidate will possess a solid understanding of the regulatory landscape surrounding Customer Disputes and Recovery through various schemes and methodologies.

Key Responsibilities of the Team Leader:

• Provide functional leadership and management for your team, including regular performance evaluations and support for their personal development goals.
• Collaborate with the Transaction Monitoring & Investigations Team Leader and their team as part of a broader Fraud Operations framework.
• Facilitate relationship management with third-party vendors and Allica contacts.
• Oversee multiple workflows, ensuring compliance with all regulatory standards and internal service level agreements, while proactively addressing any challenges.
• Ensure efficient case management within the team, meeting all requirements and milestones, including reporting to relevant schemes and ensuring financial reconciliation for claims.
• Maintain up-to-date knowledge of key regulatory schemes and guidelines, such as VISA Chargeback regulations and the PSR APP Reimbursement Requirements, while advocating for the implementation of industry initiatives and changes within the bank.
• Ensure that all operational procedures are current and functioning effectively.
• Act as the first point of contact for team inquiries, triaging issues before escalation to senior management.
• Be accountable for Quality Assurance scores, sharing best practices and identifying areas needing additional support or training.
• Conduct departmental performance reporting, taking ownership of performance metrics and delivery on team objectives, and implementing improvement plans as necessary.
• Recognize and reward excellence within your team, promoting those who exemplify our values in delivering exceptional customer experiences.

If you believe you can drive operational excellence in the Customer Disputes domain, this role may be a perfect fit for you.

Principal Accountabilities:

• Engage in 'Team Leader' activities as outlined above.
• Effectively manage your workload and daily operations to ensure compliance with the team's service level agreements and quality standards.
• Foster and maintain strong working relationships across the organization to ensure timely and effective communication.
• Build and sustain relationships with external stakeholders and vendors.
• Maintain accurate records for each case, ensuring a clear audit trail.
• Ensure adherence to the bank's policies, procedures, and guidelines, along with all relevant regulatory and statutory requirements, implementing measures to safeguard the bank's interests.
• Champion and embody the bank's brand and cultural values, ensuring that all responsibilities are executed in line with the bank's policies and procedures, with a focus on achieving positive client outcomes.
• Communicate pertinent information to team members, senior management, and other stakeholders, ensuring that essential aspects of situations are understood to facilitate informed decision-making.
• Collaborate with Business Relationship Managers to gather necessary documentation.
• Maintain clear and accurate internal records for management information and monitoring purposes.
• Assist the Operations team and other departments as directed.

Desired Attributes & Experience:

• A strong commitment to customer experience, with a proven track record of delivering high-quality service in a fast-paced environment.
• Experienced in people management, with the ability to lead and cultivate a high-performing team while prioritizing the development of team members.
• Education to A level standard or equivalent.
• Excellent analytical and problem-solving capabilities, with a comfort in making data-driven decisions.
• A comprehensive understanding of Consumer Dispute types and recovery methodologies, including VISA Chargeback & Compliance, Credit Payment Recovery Scheme, Direct Debit Indemnity Claims, and Authorized Push Payment Fraud Recovery.
• Strong financial and commercial awareness.
• A solid grasp of Fraud and Financial Crime regulatory requirements, including reporting and standards.
• Exceptional oral and written communication skills, along with robust relationship management abilities, as the role involves close collaboration with various internal and external stakeholders.
• Outstanding organizational and IT proficiency.

Flexible Working:

We recognize that the traditional '9-to-5' schedule may not suit everyone. Allica Bank is fully committed to flexible and hybrid working arrangements. Please inform us of your preferences, and we will strive to accommodate them.

Diversity:

At Allica, we celebrate diversity, encompassing a wide range of experiences, backgrounds, and lifestyles. Our openness and differences enhance our strength, and we encourage everyone to feel comfortable bringing their authentic selves to work.

Working at Allica Bank:

At Allica Bank, we prioritize equipping our employees with the necessary tools and environment to thrive in their roles and serve our customers effectively. Our employees are central to our mission, and our benefits are designed with their needs in mind:

• Comprehensive onboarding support and ongoing development opportunities.
• Options for flexible working arrangements.
• Regular social events.
• 25 days of annual leave, with the option to buy or sell days.
• Pension contributions.
• Discretionary bonus scheme.
• Private health coverage (with the option to include family members).
• Life insurance.
• Income protection.
• Family-friendly policies, including enhanced maternity and paternity leave.
• Season ticket loans.