About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Principal Accountabilities

We are looking for a Financial Crime and Customer Experience Operations Analyst to support our growing UK first line of defence function. The role will support UK teams across CDD, financial crime operations, customer experience and complaints, helping to deliver a robust risk framework while maintaining a seamless and fair customer experience.

The role will involve maintaining accurate customer records, taking action on identified risk triggers, supporting complaint and dispute investigations, and helping to recover lost or fraudulent funds for customers.

This role is ideal for someone who wants to work across financial crime, CDD, customer service/customer experience and complaints, gaining broader operational exposure across multiple disciplines.

Role Description

The FCCX Analyst will be responsible for supporting UK operational teams across CDD, customer experience, complaints and financial crime activities. Key responsibilities will include:

• Undertaking detailed fact-finding investigations across customer complaints, disputes and customer experience issues, including gathering evidence, analysing customer journeys, identifying root causes, and preparing clear case summaries, recommendations and supporting documentation.

• Analysing and processing system-generated alerts to help protect Allica from financial crime and money laundering risks, following agreed procedures based on the outputs of the review.

• Supporting CDD-related activity by reviewing customer information, identifying potential risk triggers, ensuring customer records are accurate and up to date, and escalating issues where further assessment or action is required.

• Analysing and processing system-generated adverse media alerts relating to Allica customers, assessing the potential impact on the banking relationship and identifying appropriate next steps.

• Processing customer change-of-detail alerts and ensuring that the Bank’s records remain accurate, complete and up to date.

• Supporting customer service/customer experience outcomes by helping ensure customer issues are reviewed fairly, accurately and efficiently, with clear communication and appropriate follow-up actions.

• Supporting fraud recovery requests with other financial institutions, helping recover lost or fraudulent funds for customers where possible.

• Working closely with UK teams to provide operational support across CDD, Fraud, AML, Customer Experience and Complaints as the function grows.

• Maintaining high standards of accuracy, documentation, risk awareness and customer focus across all work completed.

• Supporting UK teams and following a shift pattern aligned to UK working hours, such as 12 noon–8 pm IST or 1 pm–9 pm IST.

Personal Attributes & Experience

The successful candidate will ideally have:

• Ambition to support the Bank’s first line of defence teams and help protect customers and the business from financial crime risk.

• Strong organisational and administrative skills, with the ability to manage multiple tasks and meet deadlines.

• Excellent attention to detail and a structured approach to reviewing customer information, case records, alerts and supporting documents.

• Comfortable working with data, internal systems and case management processes.

• Excellent written and verbal English communication skills, with the ability to summarise findings clearly and professionally.

• Good Microsoft Office skills, including Excel, Outlook, Word and SharePoint.

• Previous experience supporting a UK business bank or financial services environment across one or more of the following areas: CDD/KYC, complaints, fraud, AML, financial crime operations, customer service or customer experience.

• Knowledge of UK regulations and guidance relevant to the role, such as DISP, POCA, MLR, JMLSG and PSD, would be beneficial.

Nice to Have

• Previous experience with CIFAS or other fraud prevention tools.

• ACAMS or ICA qualification.

• Experience using or building process improvements through Power Automate or Google Looker.

• Experience with AI-enabled tools such as ChatGPT, Claude or Microsoft Copilot, including agent design or workflow improvement use cases.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• 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

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.