Customer Service Advisor

About the role

Allica Bank is seeking enthusiastic Customer Service Advisors to provide first‑line support to its Retail and SME customers. You will handle inbound communications via phone, chat and social media, delivering exceptional service while understanding the banking challenges faced by our clients.

Key responsibilities

• Field inbound customer contacts through voice, chat, email and in‑app messaging.
• Manage cases, including outbound communications, payments, and correspondence.
• Handle specialised requests such as KYC verification, complaints, vulnerable customer support, and complex SME needs.
• Perform payment and reconciliation activities and support treasury operations.
• Conduct customer due diligence and support lending pipeline management.
• Identify process improvement opportunities and contribute to change initiatives.
• Maintain accurate records and ensure compliance with regulatory and internal policies.

Required profile

• Strong background in customer service, preferably within banking or financial services.
• Excellent communication skills, able to convey information clearly to diverse customers.
• Attention to detail and ability to manage multiple tasks in a fast‑moving environment.
• Commitment to upholding the bank’s values and delivering high‑quality service.

Required skills