Hybrid Customer Success Executive

at BVNK

• Job title: Customer Success Executive
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Success Executive driving the onboarding of new clients for Allica Bank's Business Rewards Accounts. Engaging with SMEs to maximize banking opportunities in a hybrid role.

Responsibilities

• The Customer Success Executive will essentially focus on converting warm leads, into open and funded Business Rewards Accounts – our exciting Allica Bank current account.
• Working with our stakeholders, the Customer Success Executives are responsible for supporting new to bank businesses originated via our digital and marketing sales channels through the account opening assisted onboarding journey.
• Your key goal will be winning active new accounts as well as identifying primary banking opportunities or further lending opportunities across the bank.
• As such, you will be responsible for the full end to end onboarding journey, delivering live, actively used accounts.
• 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 through to onboarding.
• Gaining feedback from customers and prospects on potential future features they need and want from their bank and bank account and feeding these into the Product teams.
• Working with our Growth, Marketing and Data teams to feedback your learnings from customer interactions, helping us to drive ever better customer outcomes, targeting, segmentation and messaging.
• 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.

Requirements

• Have a general understanding of SMEs and similar financial products (eg payments, lending, accounting, CRM), and ideally specific expertise in business current accounts.
• A proven track record in telephone-based lead generation with established SMEs, including business development from cold prospects.
• Excellent interpersonal and communication skills, together with evidence of outperformance in similar roles through earning customer and colleague trust.
• The ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters, to deliver a positive outcome for our customers.
• A proven track record of exceeding targets, providing excellent customer service generating new income opportunities and always considering risk and reputation.
• The ability to understand SME financial accounts and associated information.
• Used to working and thriving within a fast-paced environment and the idea of influencing change excites you.

Benefits

• 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