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Complaints Handler

4 months ago

Milton Keynes, 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


Department Description

Operations 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 Accounts, 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.
  • Complaint and dispute resolution
  • Effective record keeping and data management.
  • Support of all change initiatives.


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, 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 organized, delivery focused, and passionate about Customer Experience.


Principal Accountabilities

  • Ensuring the effective day-to-day running of Allica’s E2E Complaints process
  • Direct contact with customers – providing high-quality dispute resolution
  • Participation in root cause analysis, alongside the Complaints Manager and other stakeholders, to drive process improvement.
  • Ensuring service level agreements and adherence to regulatory timelines
  • Participation in internal reporting


Personal Attributes & Experience

  • An experienced Complaints handling, with an in-depth knowledge of the financial industry, along with client-facing experience
  • Possesses SME knowledge in relation to complaints.
  • Understanding of root cause analysis and process improvements
  • Proven people and stakeholder management skills


Working at Allica

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


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.