Lending Servicing Officer

Overview

In this role, you will manage a wide range of in-life lending servicing activities for Allica’s Commercial Lending customers. You will own customer inquiries, resolve issues, and ensure regulatory and internal standards are met. You will collaborate with Relationship Managers, Credit Operations, and support teams to drive efficient, accurate servicing and continuous improvement. You will help embed AI-enabled tools to boost productivity while upholding governance and data security. This is a fast-paced role with a strong focus on superior customer outcomes and process optimisation.

Pay / Benefits

• Onboarding and development support
• Flexible working options
• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance

Responsibilities

• Own and resolve a broad range of in-life servicing requests from receipt to resolution
• Maintain accurate customer records and ensure regulatory alignment
• Handle activities such as early settlements, redemptions, product switches, loan restructures, and general administration
• Identify missing or inconsistent information and obtain additional evidence as required
• Collaborate with Relationship Managers, Credit Operations and Customer Support to deliver positive outcomes
• Monitor service levels, productivity and quality against targets
• Highlight operational risks, exceptions and customer issues and suggest improvements
• Support portfolio servicing activities by validating information within agreed timescales
• Contribute to continuous improvement by simplifying processes and reducing waste
• Participate in change initiatives and test new processes to embed improvements
• Adopt AI-enabled tools and automation to enhance productivity and decision making while maintaining governance and data security
• Share knowledge and support team development

Key requirements

• Previous experience in Lending Operations, Loan Servicing or Financial Services
• Strong customer service track record and focus on outcomes
• Excellent organisational skills and ability to manage multiple priorities
• Good commercial awareness of lending products and servicing activities
• Understanding of Conduct Risk, Consumer Duty and Treating Customers Fairly
• Excellent written and verbal communication
• Strong relationship management and cross-functional collaboration
• Proficiency with IT and digital platforms and operational systems
• Curiosity and adaptability to adopt new technologies and AI solutions

• customer focus
• communication
• relationship management
• IT and systems proficiency
• experience with digital platforms and operational systems
• awareness of AI and automation in operations

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