Senior Customer Service Advisor

The role

The Customer Service Advisor provides 1st line customer service support for Retail and SME customers via Chat and Telephony. The role includes back office activities to support the function and managing customer requests, issues, and complaints.

What you will do

• Field inbound communications via voice, chat or social media
• Action customer requests and resolve issues
• Manage complaints through to resolution
• Handle case management including outbound communications, payments and letter writing
• Deal with KYC, complaints, vulnerable customers, deceased/power of attorney cases and SME customers
• Identify areas for process improvement
• Support other teams where customer communication is required
• Perform administrative tasks related to customer interaction
• Deliver customer service measured through customer satisfaction KPIs
• Manage and monitor service providers for customer quality

Required qualifications

• Strong customer service experience in customer facing and or telephone service roles
• Experience using core banking systems
• Familiar with the use and application of social media as a form of interaction
• Experience in dealing with complex complaints and taking ownership of customer concerns
• Experience of core processes such as account opening, servicing and closing, payments processing, complaint handling, KYC case referrals, and general enquiry management
• Experience in working with workflow / task management tools
• Knowledge of financial services rules and guidelines
• Excellent oral and written skills
• Ability to quickly react and adapt to stressful and difficult situations
• Ability to conform to ethical standards and conduct

Benefits

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance
• Family friendly policies including enhanced Maternity & Paternity leave

About the company

Allica is the UK’s fastest growing financial technology (Fintech) firm. Its purpose is to help established SMEs.