Customer Success Executive

About Allica Bank

Allica is the UKs 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

The Customer Success Executive will essentially focus on converting warm leads into open and funded Business Rewards Accounts our exciting Allica Bank current account. Working with our stakeholders the Customer Success Executives are responsible for supporting new to bank businesses originated via our digital and marketing sales channels through the account opening assisted onboarding journey. Your key goal will be winning active new accounts as well as identifying primary banking opportunities or further lending opportunities across the bank. As such you will be responsible for the full end to end onboarding journey delivering live actively used accounts. The focus will be on new to Allica customers that are in our established SME target segment and who have cash balances (50k) that can benefit from our interest rates.

It is vital that our Customer Success Executives are confident and capable of remote sales to SMEs by telephone. They should also be strong stakeholder managers with a focus on customer outcomes and delivering value. Our purpose is to be the UKs most recommended business bank and we need people who are as obsessed with delivering great customer experience as we are.

Principal Accountabilities

• Able to clearly communicate Allicas value proposition to decision makers in our customers

• Understanding our onboarding process and requirements and supporting customers and prospects through this process to open current accounts and deliver a great customer experience.

• Persuading customers to switch their primary banking to us and identifying further opportunities across the bank.

• Often being the first Allica representative that SMEs speak to so always being professional courteous and friendly and always exhibiting our values of Straightforward Integrity Collaborative and Delivery.

• Proactively learning our products and criteria over time so that you can identify opportunities becoming ever more efficient and effective at engaging and qualifying prospects through to onboarding.

• Gaining feedback from customers and prospects on potential future features they need and want from their bank and bank account and feeding these into the Product teams.

• Working with our Growth Marketing and Data teams to feedback your learnings from customer interactions helping us to drive ever better customer outcomes targeting segmentation and messaging.

• Making your colleagues proud that you represent Allica by ensuring excellent service for our SME customers prospects and advisors.

• Working closely and collaboratively with all areas of Allica to ensure a seamless and professional service is always provided.

• Complying with all mandatory policies and adherence to operational procedures to maintain internal controls.

Personal Attributes & Experience

• Have a general understanding of SMEs and similar financial products (eg payments lending accounting CRM) and ideally specific expertise in business current accounts.

• A proven track record in telephone-based lead generation with established SMEs including business development from cold prospects.

• Excellent interpersonal and communication skills together with evidence of outperformance in similar roles through earning customer and colleague trust.

• The ability to work collaboratively with specialist colleagues such as Relationship Managers Operations KYCB and underwriters to deliver a positive outcome for our customers.

• A proven track record of exceeding targets providing excellent customer service generating new income opportunities and always considering risk and reputation.

• The ability to understand SME financial accounts and associated information.

• Used to working and thriving within a fast-paced environment and the idea of influencing change excites you.

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

Dont tick every box

Dont worry if you dont have all the skills or requirements listed on the job description. If you think youll be a good fit wed still love to hear from you!

Flexible working

We know the 9-to-5 isnt right for everyone. Thats 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

Were 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.