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

The Operations function is responsible for delivering excellent customer outcomes across Allica's lending and banking products. Lending Servicing plays a critical role in supporting customers throughout the life of their loans, ensuring requests are handled efficiently, accurately and in line with regulatory requirements.

The team is committed to delivering operational excellence through outstanding customer service, continuous improvement, effective risk management and the intelligent use of technology and AI.

Role Description

The Lending Servicing Officer plays a key role in delivering an outstanding in-life servicing experience for Allica's Commercial Lending customers.

Responsible for managing a wide range of servicing activities across the customer lifecycle, the role ensures requests are completed accurately, efficiently and in line with regulatory requirements and internal service standards.

Working closely with Relationship Managers, Credit Operations and other internal stakeholders, the Lending Servicing Officer takes ownership of customer requests, resolves queries, supports portfolio servicing activity and continually looks for opportunities to improve processes and customer outcomes.

This role is suited to someone who enjoys working in a fast-paced operational environment, is passionate about delivering exceptional customer service and committed to continuous improvement.

Principal Accountabilities

• Deliver an exceptional servicing experience for Commercial Lending customers through timely, accurate and professional handling of all in-life servicing requests.
• Take ownership of customer enquiries from receipt through to resolution, ensuring excellent communication throughout.
• Complete a broad range of lending servicing activities including (but not limited to):
  • Early settlements
  • Redemptions
  • Product switch requests
  • Loan restructures
  • Bank account amendments
  • Customer maintenance
  • General loan administration
• Review customer requests and supporting documentation, identifying any missing or inconsistent information and obtaining additional evidence where required.
• Manage personal workload effectively to achieve agreed service levels, productivity and quality standards.
• Work collaboratively with Relationship Managers, Credit Operations and Customer Support teams to deliver positive customer outcomes.
• Maintain accurate customer records and ensure all servicing activity is completed in accordance with regulatory requirements, internal policies and procedures.
• Identify operational risks, process exceptions and customer issues, escalating where appropriate and recommending improvements.
• Support customer reviews and wider portfolio servicing activities by obtaining and validating required information within agreed timescales.
• Build trusted relationships with customers and colleagues, taking ownership of issues through to completion.
• Contribute to continuous improvement by identifying opportunities to simplify processes, eliminate waste and improve customer experience.
• Participate in change initiatives, testing new processes and embedding operational improvements across the team.
• Embrace the use of AI-enabled tools and automation to improve productivity, enhance customer responsiveness, streamline operational processes and support high-quality decision making, while ensuring appropriate governance and data security standards are maintained.
• Share knowledge, support colleagues and contribute positively to the ongoing development of the Lending Servicing team.