Lending Servicing Officer

📋 Description

• • Allica Bank is on a mission to support established Small and Medium-sized Enterprises (SMEs), a vital yet often overlooked segment of the UK economy. As the UK's fastest-growing company and the fastest-growing financial technology firm ever, we are dedicated to providing these businesses with the financial tools and support they need to thrive. The Lending Servicing Officer is a pivotal role within our Specialist Lending team, ensuring the seamless and efficient management of loans throughout their lifecycle. This position is crucial for maintaining the high standards of service and operational excellence that define Allica Bank.
• • In this role, you will be instrumental in providing comprehensive in-life servicing support for our Specialist Lending customers. This encompasses a wide range of activities, including the initial setup of accounts, ongoing servicing, and the final closure of loans. You will be the primary point of contact for customers and brokers, addressing their queries and managing their requests with professionalism and efficiency. A key aspect of your responsibility will be to ensure that all servicing activities, from Novation Requests and Early Settlements to payment allocations and bank account changes, are handled accurately and in strict adherence to Service Level Agreements (SLAs) and established timescales.
• • A significant part of your remit will involve post-approval administration for Growth Finance. This requires meticulous attention to detail to ensure the timely dispatch of communications, the accurate processing of legal documentation, and the prompt disbursement of payments to third parties. Your efforts will directly contribute to Allica Bank's commitment to delivering fast, high-quality service that empowers our SME clients.
• • You will proactively engage with customers and/or brokers to gather any necessary information, ensuring that all documentation and details are complete and accurate. Where information is unclear or missing, you will be responsible for requesting additional details and escalating any issues, such as a lack of response or unexpected discrepancies, to the appropriate channels to ensure swift resolution.
• • Effective workload management is essential. You will be expected to organize your daily tasks and prioritize your workload to consistently meet and exceed the team's service level agreements and quality expectations. This involves balancing multiple requests and deadlines while maintaining a high level of accuracy and customer satisfaction.
• • Building and maintaining strong, positive relationships with customers is paramount. You will liaise effectively to ensure that all in-life loan requests are processed accurately and within the agreed-upon timelines, fostering trust and reliability.
• • You will also provide crucial support to the Asset Finance Broker and Growth Direct Teams, assisting them with their loan servicing requirements. This includes taking ownership of the customer relationship throughout the servicing process, ensuring a cohesive and positive experience for all parties involved.
• • Maintaining excellent working relationships with all internal and external stakeholders is vital for the smooth and timely exchange of correspondence and communication. This collaborative approach ensures that all operational processes run efficiently and that customer needs are met promptly and effectively.
• • The role demands a strong customer service ethic, honed through experience in delivering exceptional customer experiences within fast-paced environments. You will leverage your analytical and problem-solving skills, ideally developed within a Financial Services context, to navigate complex situations and find effective solutions.
• • A foundational understanding of the customer service environment, including SLA management, is expected. Furthermore, a good level of financial and commercial awareness will enable you to understand the broader context of lending operations and customer needs. You should also possess a solid grasp of Conduct and Treating Customers Fairly (TCF) requirements as they pertain to Credit Operations, ensuring all actions align with regulatory standards and ethical practices.
• • Exceptional oral and written communication skills are necessary to provide outstanding customer service and to clearly articulate information to diverse stakeholders. Finally, strong relationship management skills are key, as this role involves close collaboration with numerous internal and external parties to achieve shared objectives.