Specialised Lending Servicing Officer

As a Specialised Lending Servicing Officer at Allica Bank, your primary responsibilities involve managing in-life servicing of loans within the Specialist Lending domain. This includes handling requests for Novation, early settlement, and ensuring payment allocations are executed smoothly. You will also support customer queries, ensuring that service level agreements (SLAs) are met. Your role requires proactive communication with customers and brokers to gather necessary information and provide timely updates on their loan status, ultimately ensuring excellent customer service.

To thrive as a Specialised Lending Servicing Officer at Allica Bank, candidates should possess strong analytical skills honed through experience in the financial services industry. An understanding of customer service environments and SLA management is critical. Additionally, having excellent communication skills, both verbal and written, is essential as you will be managing relationships with various stakeholders. A basic understanding of the principles surrounding Conduct and Treating Customers Fairly in Credit Operations is also beneficial.

At Allica Bank, we pride ourselves on providing comprehensive onboarding support to our Specialised Lending Servicing Officers. Beyond initial training, we offer continuous development opportunities that encourage employees to expand their skills and knowledge. Whether it's through regular social activities or access to flexible working arrangements, we ensure that our team members have the tools and environment necessary to succeed in their roles and contribute positively to the company.

Specialised Lending Servicing Officers at Allica Bank enjoy a dynamic and inclusive working environment. We prioritize flexible and hybrid working arrangements to accommodate the diverse needs of our staff. Our team thrives on collaboration, often engaging in teamwork that fosters strong relationships both internally and externally. With a strong emphasis on diversity and openness, we ensure that all employees feel valued and empowered to bring their authentic selves to work every day.

Key skills for a Specialised Lending Servicing Officer at Allica Bank include strong organizational abilities, excellent verbal and written communication skills, and a solid background in customer service and financial services. Demonstrated analytical and problem-solving skills are crucial, as is the capacity to manage relationships effectively. Having a good level of financial and commercial awareness, along with an understanding of customer service principles, can set you apart in this important role.

In answering this question, focus on your passion for financial services and your desire to help SMEs. Emphasize how Allica Bank's mission to support established SMEs aligns with your values, showcasing your understanding of the fintech landscape and your aspiration to contribute to operational excellence.

Highlight specific experiences where you handled loan servicing tasks, detailing your approach to post-approval administration, customer communications, and any relevant SLAs you adhered to. Be sure to mention any challenges you faced and how you overcame them while maintaining high customer satisfaction.

Discuss your approach to workload management, such as using lists, setting deadlines, or employing digital tools for organization. Provide examples of how you effectively balanced multiple priorities while ensuring that customer needs were met promptly.

Illustrate your approach by discussing strategies such as active listening, empathy, and problem resolution. Describe a specific situation where you successfully navigated a challenging conversation, ensuring the customer's concerns were addressed while upholding Allica Bank’s values of outstanding service.

Share a specific instance where you monitored SLAs and took proactive steps to ensure they were met. Discuss how you communicated with team members and prioritized tasks, along with the positive outcomes of your efforts in maintaining compliance.

Discuss your communication style and how you strive to understand the needs and expectations of stakeholders. Provide examples of how you facilitated open dialogue and collaboration to build trust with both internal teams and external clients.

Describe your systematic approach to problem-solving, including identifying the issue, analyzing possible solutions, and implementing effective actions. Provide examples of problems you've successfully resolved in lending services to demonstrate your analytical capabilities.

List any financial software or customer management systems you've worked with in the past that are relevant to the role. Discuss how you've effectively utilized these tools to improve processes or enhance customer interactions.

Talk about your methods for continuous learning, such as attending industry-related workshops, following regulatory updates, or participating in online forums. Highlight your commitment to understanding compliance and how it impacts your role as a Specialised Lending Servicing Officer.

Reflect on your understanding of customer service principles, emphasizing the importance of clear communication, responsiveness, and personalized service. Give examples of how you've contributed to delivering exceptional service in your previous positions.