Customer Success Executive

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

This role is responsible for getting these exciting products to market, and ensuring as many established businesses as possible can benefit from them. Working with the growth and product teams, the Cash Management Executive will identify opportunities, and make contact via telephone and email to convert customers to our business current account and savings offerings. Your key goal will be winning active new accounts, and as such you will be responsible for the full end to end onboarding journey, from identifying potential customers to delivering live, actively used accounts. The focus will be on new to Allica customers that are in our established SME target segment (minimum 12 months trading), with have cash balances (£50k+) that can benefit from our savings rates.

Our Cash Management Executive will work with the whole of Allica – including relationship management teams, product, marketing, and operations to ensure that prospective customers receive exemplary customer service and a great first impression of Allica Bank.

It is vital that our Cash Management Executive is very 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 for both Allica Bank & their customers.

Principal Accountabilities

• Able to clearly communicate Allica’s value proposition to decision makers (eg Owner, Director, FD) in our target customer market.

• Working with lists of prospects of variable intent to generate high quality business current account and savings opportunities.

• Understanding our onboarding process and requirements. Supporting customers and prospects through this process to quickly and smoothly open and actively use their current and savings accounts, delivering a great customer experience that will drive a deeper relationship with our customers.

• Typically being the first Allica Bank representative that SMEs speak to, so always being professional, courteous and friendly.

• 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 and converting them to active customers.

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

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

• Delivering the business plan for your role, and actively managing your objectives and personal development plan.

• 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

• You will have a proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), using established business development skills to build relationships with prospects and convert to Allica Bank customers.

• You will have excellent interpersonal and communication skills, together with evidence of outperformance in similar roles through earning customer and colleague trust.

• You will evidence a track record of working in fast paced environments, dealing with change well and showing an adaptable approach to deliver on the organisation’s goals.

• You will demonstrate the ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYC/B and underwriters, to deliver a positive outcome for our customers.

• You’ll have a proven track record of exceeding targets, providing excellent customer service generating new income opportunities and always considering risk and reputation when making decisions or finding solutions.

• A good understanding of SME financial products (eg payments, lending, accounting, CRM), and ideally specific expertise in business current accounts.

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.