Lending Servicing Officer

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. 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. Personal Attributes & Experience - Previous experience within Lending Operations, Loan Servicing or Financial Services. - Strong customer service focus with a proven track record of delivering excellent customer outcomes. - Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment. - Good commercial awareness and understanding of lending products and servicing activities. - Good understanding of Conduct Risk, Consumer Duty and Treating Customers Fairly principles. - Excellent written and verbal communication skills. - Strong relationship management skills with the ability to work collaboratively across multiple business areas. - Strong IT and systems skills, with confidence using digital platforms and operational systems. - Curious, adaptable and willing to embrace new technologies, automation and AI solutions to continually improve customer and colleague experiences. Working at Allica Bank At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind: - 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 Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.