Allica Bank
Customer Service Advisor
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Customer Service Advisor
About ALLICA Bank
ALLICA is the UK’s fastest-growing financial technology (Fintech) firm with a bold purpose: to serve established SMEs—one of the last major underserved opportunities in the sector.
Established SMEs form the backbone of our economy, representing over a third of it, yet remain neglected by both traditional high-street banks and modern fintech providers.
Department Description
Due to rapid expansion, internal promotions, and a growing customer base, we are currently hiring Customer Service Advisors.
The Operations function at ALLICA supports customers across all product lines (Commercial Mortgages, Asset Finance, Deposits, and Payment Accounts with aligned card activity), alongside internal stakeholders.
Our core focus areas ensure compliance with Regulatory requirements and internal policies, including:
- Seamless digital account opening and lifecycle servicing
- Multi-channel customer contact (telephony, email, and in-app)
- Payment and reconciliation activities and treasury operations
- Customer due diligence (*Know Your Customer / Know Your Business)
- Lending pipeline management
- Quality assurance, issue resolution, and record management
- Support for change initiatives and continuous improvement
Role: Customer Service Advisor
As a Customer Service Advisor, you will provide 1st-line support via Chat, telephony, and back-office functions to ensure smooth operational efficiency. You’ll be a trusted point of contact for Retail and SME customers, delivering exceptional service aligned with our values and the real-world challenges our customers face.
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Principal Accountabilities
- Manage inbound communications (voice, chat, social media) to resolve customer requests, complaints, and queries—achieving full closure when required
- Case management (outbound outreach, payments, and correspondence)
- Handle sensitive exceptions such as:
- KYC verification and compliance checks
- Complaint escalation
- Support for vulnerable customers, deceased estates, and Powers of Attorney
- Managing complex SME account needs
- Proactively identify service improvements and innovative customer engagement methods
- Act as a brand ambassador, embodying our values in every interaction
- Collaborate with other teams when customer touchpoints arise
Key Attributes & Required Experience
Core Skills & Background
✔ Strong customer service orientation, with demonstrated experience in:
- Service roles (telephony, in-person, email)
- Core banking systems familiarity
- Social media engagement for service enquiries
- Handling complex complaints through systematic resolution
- Managing customer processes such as:
- Account servicing, opening and closing
- Payments processing and reconciliation
- Complaint handling and KYC case referrals
- General inquiry management
✔ Experience or proficiency with:
- Workflow/task management tools
- Financial regulations and standard practices
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Soft Skills & Mindset
✔ Exceptional oral and written communication, tailored to customer needs ✔ Empathy and problem-solving ability, creating positive customer outcomes ✔ Adaptability and a willingness to conform to ethical standards ✔ Commercial vigilance—understanding the business impact of service decisions
Working at ALLICA Bank
At ALLICA, we believe outstanding service starts with empowering our teams. We offer a supportive culture with opportunity, flexible working options, and development tools:
Benefits
🔹 Supportive onboarding and continuous professional development 🔹 Flexible/hybrid working options (special arrangement needed?—let us know!) 🔹 Regular team social events 🔹 Pension, discretionary bonus program, private healthcare cover, and life assurance 🔹 Family-friendly policies (including enhanced maternity and paternity leave)
Tip: You don’t have to tick every box! If you excel in customer service and growth-oriented collaboration, we’d love to hear from you.
Flexibility & Diversity
We’re actively committed to *flexible working as an organisational priority. Let us know what works best for you—we’ll do our best to tailor a solution.
ALLICA thrives on the richness of a diverse workforce. We encourage individuals from all backgrounds to bring their authentic selves to work, fostering a culture of inclusion, transparency, and mutual support.
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