Sales Support - Asset Finance

Job description

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 Sales Support will be responsible for 1st line customer service support for the Bank’s Asset Finance customers, together with Back Office activities to support the smooth running of the function. They will be the focal point for customers (Brokers or direct customers) – delivering exceptional service whilst living our values and speaking a language our customers will understand and understanding the business and banking challenges our customers face. Principal Accountabilities You’ll be responsible for Asset Finance case management from inception through to maturity and all in-life servicing. Relationship building and strong engagement with Brokers, and all associated parties to the product. To proactively identify areas for process improvement and to seek new and innovative ways to better serve the customer. To live and breathe the Bank’s values, representing the Bank to customers and speaking to customers in a way that resonates. To support other teams as appropriate, where customer communication or engagement is required. Personal Attributes & Experience Strong customer service experience, having worked in customer facing and or telephone service roles. Experience using core banking systems and familiar with the use and application of social media as a form of interaction. Experience in dealing with complex complaints and in taking ownership of customer concerns through to resolution. Experience of core processes (e.g. account opening, servicing and closing, payments processing, complaint handling, KYC case referrals, general enquiry management) Knowledge of financial services rules and guidelines Excellent oral and written skills as you will be constantly communicating with customers Being motivated by a need to help people A problem solver and can create positive customer outcomes in diverse situations Deliver outstanding customer service as measured through customer satisfaction KPIs Manage and monitor service pr…