Rebecca Lewis has been appointed head of operations for Afin Bank.
The specialist lender and savings provider launched in October 2024.
Lewis (pictured) will oversee the customer-facing functions, including lending operations and customer service, when the bank starts offering products later in the year.
She has many years’ experience in financial services operations, especially in the building society sector where she has had roles with Dudley Building Society, Skipton Building Society and most recently as head of customer service at Tipton and Coseley Building Society.
Afin Bank has been created to support underserved customers, such as self-employed and high net worth borrowers, but in particular people from Africa living in the UK who find it difficult to get a mortgage from mainstream borrowers because of their visa status or lack of credit history.
“Customer service isn’t just about being pleasant on the phone, it’s about finding ways that make managing your finances as straightforward and effortless as possible”
Lewis said: “We want to understand our customers and build relationships with them, it’s about us creating a bank that customers can trust. My past experience working in Building Societies has shown me how valuable supporting the communities around us can be.
“Customer feedback is important to understand the challenges they are facing, so that we can adapt our processes and products to their needs. Customer service isn’t just about being pleasant on the phone, it’s about finding ways that make managing your finances as straightforward and effortless as possible.”
While people will be able to manage Afin Bank’s savings products via a mobile app, Lewis said she wants to ensure that technology is an enabler of good service, it will not replace conversations with her team when customers need one to one support.
Lewis will be based at Afin Bank’s Centre of Excellence, which opened in the heart of Birmingham at the end of last year. She is currently building the teams and processes to support both Afin Bank’s mortgages and savings propositions, which are on track to launch this year.
Nicola Tunney, Afin Bank’s chief people and operating officer, said: “At the heart of Afin Bank is a desire to help customers who have been let down by mainstream providers, so I really wanted somebody heading up our operations who was passionate about people – not just our customers, but the colleagues supporting them as well.
“Bec has all those qualities as well as huge amounts of experience on the frontline and in developing the systems we need to make our operations world class. I am delighted that she is part of the Afin Bank team.”
