Financial Assistance (Collections) Quality Check Specialist

Starling Bank; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Join a leading bank as a Financial Assistance Quality Control Specialist in Cardiff. You'll enhance the capabilities of the Financial Assistance Operations team through quality checks and feedback, ensuring compliance with regulations while supporting continuous improvement initiatives. This role offers a hybrid working model after training, alongside a comprehensive benefits package including 25 days holiday, private medical insurance, and family-friendly policies.

Benefits

25 days holiday plus public holidays

Holiday buy/sell options

Volunteer hours

Pension

Life insurance

Private medical insurance

Partner discounts

Family-friendly policies

Referral schemes

Wellness perks

Qualifications

• Experience in a Financial Assistance/collections role.
• Experience in quality control or coaching roles.

Responsibilities

• Conduct quality checks on work completed by Financial Assistance teams.
• Lead feedback sessions with team members and their leaders.
• Identify trends and opportunities for improvement.

Skills

Financial Regulations

Stakeholder Management

Coaching

Quality Checks

Feedback

Job description

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend, and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use, and designed to demystify money for everyone. We employ more than 3,500 people across our London, Southampton, Cardiff, and Manchester offices.

Our recruitment process:

Interviewing is a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational, and we want to get the best from you, so come with questions and be curious.

Following your application review, you can expect the following:

1. Stage 1 - Introductory call with a Talent Specialist
2. Stage 2 - Role-related interview

Closing date: Wednesday 28th May at 5 pm

Working hours and training requirements:

Working Hours: Full-time shifts Monday - Friday 9 am - 5:30 pm & occasional bank holidays.

Training: This will be conducted in the office over a minimum of 6 weeks. Once completed, you will move to a hybrid working model, working from the office 10 days a month.

About the role:

As a Financial Assistance (Collections) Quality Control Specialist, you will be part of a dedicated Quality Control team, utilizing your skills and knowledge to enhance the capabilities of the Financial Assistance (Collections) Operations teams. Your responsibilities will include performing quality checks, reviewing thematic data, and providing feedback to the teams.

The role involves working with the Conduct & Compliance team to support high standards of service, customer outcomes, and compliance with regulations.

Responsibilities:

• Conduct quality checks on work completed by Financial Assistance teams.
• Lead feedback sessions with team members and their leaders.
• Provide support through clear written and verbal feedback.
• Identify trends and opportunities for improvement.
• Facilitate coaching and training sessions to improve quality.
• Highlight best practices.
• Ensure knowledge of policies, procedures, and regulations is current.
• Manage workload to meet SLAs and escalate issues as needed.
• Maintain high standards of review quality.
• Support initiatives for continuous improvement.

Qualifications and experience include:

• Experience in a Financial Assistance/collections role.
• Experience in quality control or coaching roles.
• Ability to conduct accurate quality checks.
• Experience providing feedback.
• Knowledge of financial regulations.
• Stakeholder management skills.
• Proactive and ownership-driven attitude.

Benefits include:

• 25 days holiday plus public holidays and your birthday off.
• Holiday buy/sell options.
• Volunteer hours, pension, life insurance, private medical insurance, and partner discounts.
• Family-friendly policies, referral schemes, and wellness perks.
• Access to various health and transport initiatives.

About us:

We encourage applications from diverse backgrounds and are committed to inclusivity. If you're interested but unsure if you meet all criteria, we welcome your application and are happy to discuss flexible working options. Join us in reshaping banking and solving problems together.

Starling Bank is an equal opportunity employer, and we consider all applicants without regard to characteristics protected by law. By applying, you consent to our processing your personal data in accordance with our Privacy Notice.