Financial Assistance (Collections) Quality Check Specialist

TN United Kingdom; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading bank in Cardiff is seeking a Financial Assistance Quality Check Specialist. This role involves conducting quality checks, providing feedback, and supporting compliance with regulations. Candidates should have experience in financial assistance and strong stakeholder management skills. The position offers a hybrid working model after training and numerous employee benefits.

Benefits

25 days holiday plus public holiday allowance

Life insurance at 4x salary

Private Medical Insurance

Annual leave increase with service

Salary sacrifice pension scheme

Cycle to Work scheme

Wellness platform access

Paid volunteering time

Perkbox membership

Qualifications

• Experience in Financial Assistance/collections role.
• Ability to conduct quality checks and provide feedback.

Responsibilities

• Conduct quality checks on work completed by Financial Assistance teams.
• Lead QC feedback sessions and facilitate coaching/training.

Skills

Stakeholder Management

Continuous Improvement

Coaching

Job description

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Financial Assistance (Collections) Quality Check Specialist, Cardiff

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Client:

Starling Bank

Location:

Cardiff, United Kingdom

Job Category:

Finance

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EU work permit required:

Yes

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Job Reference:

4a026caa8fed

Job Views:

2

Posted:

17.05.2025

Expiry Date:

01.07.2025

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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 being reviewed, you can expect the below:

Stage 1 - Introductory call with a Talent Specialist

Stage 2 - Role related interview

Working hours and training requirements:

Working Hours: Full time shifts Monday - Friday 9am-5.30pm & occasional bank holidays.

Training: This will be conducted in the office over a minimum of 6 weeks, once this is completed you will move to a hybrid way of working. The team will work 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 function, utilising skills and knowledge to enhance the capabilities of the Financial Assistance (Collections) Operations teams. Performing quality check (QC) assessments, reviewing thematic data and providing feedback to the operations teams.

The role will work with the Finance Assistance (Collections) Conduct & Compliance team to support the delivery of the highest standard of service adhering to good customer outcomes and ensuring our compliance with internal and external regulations.

Responsibilities:

• Conduct quality checks on work completed by Financial Assistance Associates/Specialists/Seniors across Financial Assistance operational teams
• Lead QC feedback sessions with Associates/Specialists/Seniors and their Team Leaders, across Financial Assistance.
• Provide support through the production of clear and articulate written feedback, and to Team Leaders in the delivery of verbal feedback where required.
• Highlighting trends, themes, and opportunities for improvement to the Conduct & Compliance and Risk & Controls Manager.
• Facilitate individual and/or group coaching/training sessions to drive overall quality improvements.
• Identifying and celebrating best practice examples.
• Be an expert around Starling’s policies and procedures and regulatory requirements ensuring own knowledge is current.
• Manage personal workload to prioritise items required to be completed with agreed SLAs and ensure timely escalation of key risks / issues to management.
• Achieve an agreed minimum output and the required quality standards.
• Take ownership for the quality of reviews completed within the first line Financial Assistance operations team and support initiatives to drive improvement, where required.

Requirements

• Experience of producing high quality work in a Financial Assistance/collections role.
• Desired experience in a quality control, quality assurance, or relevant coaching role in a Financial Assistance/ collections environment.
• Demonstrable ability to conduct accurate and effective quality checks.
• Experience delivering both written and verbal feedback.
• Track record of identifying and escalating opportunities for process improvements.
• Expert knowledge in Financial Assistance/Collections, with a willingness to expand knowledge to other areas of financial vulnerability.
• Understanding of financial regulations.
• Excellent stakeholder management and feedback delivery skills.
• Passion for continuous improvement and driving good outcomes.
• Act as a role model and be an advocate for Starling’s culture and values.
• Proactive, self motivated and takes ownership.
• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.