Complaints Handler

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.

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, Senior Complaints Handler 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 organised, delivery focused, and passionate about Customer Experience.

Principal Accountabilities

- Field inbound communications from customers – either over voice, chat or social media – to action their requests, resolve their issues and manage complaints through to resolution.

- You’ll be responsible for case management, and this may include outbound customer communications, payments and letter writing.

- Some of the key exceptions you’ll be dealing with will include KYC, complaints, vulnerable customers, deceased/power of attorney cases and SME customers who might have complex needs.

- Proactively identify areas for process improvement and to seek new and innovative ways to better serve the customer.

- Represent the Bank...