Customer Service Advisor

About the role

The Customer Service Advisor provides first-line support to retail and SME customers via chat and telephony while managing back-office activities. This role acts as a focal point for customers, delivering exceptional service while ensuring compliance with regulatory requirements and internal policies. The advisor will handle complex cases, resolve issues, and contribute to process improvements to enhance the customer experience.

Responsibilities

• Field inbound communications from customers via voice, chat, or social media to resolve issues and manage complaints.
• Perform case management including outbound communications, payments, and letter writing.
• Handle complex exceptions such as KYC, vulnerable customer cases, and power of attorney requests.
• Proactively identify areas for process improvement and innovative ways to serve customers.
• Support other teams with customer communication and engagement as required.
• Adhere to quality control requirements and ensure compliance with bank policies.

Required skills

• Customer service
• Telephone support
• Case management
• Complaint handling
• KYC
• Financial services regulations
• Workflow management tools

Nice to have

• Social media interaction
• Core banking systems

Benefits

• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance
• Enhanced Maternity and Paternity leave
• Flexible working options
• Regular social activities

About the Company

Allica Bank is the UK's fastest-growing financial technology firm, dedicated to supporting established SMEs. They aim to serve a segment of the economy that has been largely neglected by traditional high street banks and modern fintech providers.