Lending Servicing Specialist — AI-Driven Customer Ops

Allica; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Flexible working

Pension contributions

Discretionary bonus

Private health cover

Life assurance

Family friendly policies

Job summary

Allica Bank is seeking a Lending Servicing Officer to deliver outstanding in-life servicing for Commercial Lending clients. You will manage a broad range of servicing activities, respond to inquiries, and work with Relationship Managers and Credit Operations to improve processes and outcomes.

The role emphasises accurate documentation, customer satisfaction and continuous improvement in a fast-paced environment. Flexible and hybrid working arrangements are available to support work-life balance.

Qualifications

• Experience in Lending Operations or Financial Services.
• Strong customer service focus with a track record of great outcomes.
• Excellent organisational skills in a fast-paced environment.
• Good commercial awareness of lending products and servicing activities.
• Understanding of Conduct Risk, Consumer Duty and Treating Customers Fairly.

Responsibilities

• Deliver an exceptional servicing experience for Commercial Lending customers with timely, accurate handling of requests.
• Take ownership of enquiries from receipt to resolution with clear communication.
• Perform a broad range of servicing tasks: early settlements, redemptions, product switch requests, loan restructures, amendments, maintenance and general administration.
• Review requests and supporting docs, identify missing/inconsistent information and obtain evidence.
• Manage workload to meet service levels, productivity and quality standards.
• Collaborate with Relationship Managers, Credit Operations and Support teams to achieve positive outcomes.
• Maintain accurate customer records, comply with regulatory requirements and internal policies.
• Identify operational risks and process improvements; escalate as needed.
• Support reviews and portfolio servicing by obtaining information within agreed timescales.
• Build relationships with customers and colleagues, driving issues to completion.
• Participate in change initiatives; test new processes and embed improvements.
• Embrace AI-enabled tools to boost productivity while ensuring governance and data security.

Skills

Lending Operations

Customer service

Organisation

Commercial awareness

Conduct Risk

Communication

Relationship management

IT proficiency

AI/Automation openness

Job description

Allica Bank is seeking a Lending Servicing Officer to deliver outstanding in-life servicing for Commercial Lending clients. You will manage a broad range of servicing activities, respond to inquiries, and work with Relationship Managers and Credit Operations to improve processes and outcomes.

The role emphasises accurate documentation, customer satisfaction and continuous improvement in a fast-paced environment. Flexible and hybrid working arrangements are available to support work-life balance.