Customer Operations • Entry-Level

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

We are seeking a driven, adaptable, and forward-thinking Collections Advisor to join our Collections team. You will play a key role in ensuring that our customers receive a positive and supportive experience, even in difficult circumstances. Your primary objective will be to actively engage with borrowers who are behind on their payments and assist them in navigating the process of repayment. At Allica, we hold ourselves to high standards, and this position is no exception. You will have the opportunity to demonstrate your exceptional work ethic, quick problem-solving abilities, and effective communication skills as you work alongside different teams to achieve both customer satisfaction and business goals.

Principal Accountabilities

• Providing a first-class service with regards to the resolution of any non/under-paying borrowers by proactive telephone/email campaigns.

• Managing arrears in line with the Collections Policy and taking the relevant action within agreed time-scales.

• Referring to payment terms to ensure prompt payment.

• Dealing with ad hoc queries from merchants and borrowers.

• Updating corresponding logs and report diligently and document actions and decisions.

• Providing essential support which enables the entire Collections team to accurately monitor the portfolio.

• Working cross-functionally with other department to ensure all department aims are achieved.

• Working with and building relationships with external partners; Debt Collection Agencies, Solicitors, Insolvency Practitioners and courts.

• Administering ad hoc requirements as requested by Manager or Senior Management.

• Sharing ideas and feedback where improvements can be made to the customer journey through your day-to-day experience.

Personal Attributes & Experience

• At least 1-3 years experience working in a collections or civil litigation role, engaging directly with debtors.

• Experience in the payments industry or collecting debt resulting from Buy Now Pay Later products

• Knowledge of debt collection laws and regulations.

• Exposure to COVID-19 loan scheme recoveries or similar government-backed finance.

• Understanding of credit products such as invoice finance, credit cards, revolving credit facilities.

• Experience collecting B2B debts, not only consumer.

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.