Onboarding & Customer Experience Specialist

ANNA Money; Remote; GBP 60,000 - 80,000; Full time

Job summary

A fast-growing fintech in the UK is seeking an Onboarding & Customer Experience Specialist to manage KYB/KYC processes directly with customers. The successful candidate will balance empathy with compliance, making independent decisions while enhancing customer experience. Responsibilities include reviewing onboarding applications and communicating effectively with users. This role offers competitive benefits, including a wellbeing budget and annual leave. Ideal for someone with a strong fintech background and proven decision-making skills.

Benefits

£1,000 annual Continuous Learning budget

Private Bupa healthcare

Cycle to Work schemes

Regular social events

28 days annual leave

Qualifications

• Experience in a UK fintech environment focusing on KYB/KYC.
• Experience approving and declining onboarding cases independently.
• Strong customer communication skills across various channels.

Responsibilities

• Independently review and assess business onboarding applications.
• Handle complex KYB/KYC cases and make risk-based decisions.
• Guide customers through onboarding via chat, email, and phone.
• Work with Compliance and Risk teams to improve processes.

Skills

Hands-on KYB/KYC experience

Direct customer communication experience

Decision-making experience

Balancing customer empathy with compliance

Job description

(KYB / KYC focused, decision-maker edition)

Remote (UK) | Daytime shifts | One weekend per month

🧡 About ANNA Money

We’re ANNA — short for Absolutely No-Nonsense Admin.

We’re on a mission to make business life beautifully simple for freelancers, small businesses, and the self-employed. Our app is part business account, part admin assistant, and part cat (yes, we meow).

We take care of the boring financial stuff — invoicing, tax reminders, expense tracking — so our customers can focus on doing what they love.

Don’t let the cute branding fool you though. Behind the feline charm is a serious fintech, with sharp claws, bold ideas, and a team rewriting what business banking should feel like.

At ANNA, onboarding isn’t a box-ticking exercise.
It’s where trust is built, risks are weighed, and small businesses get their very first impression of who we are.

We’re looking for an Onboarding & Customer Experience Specialist who’s confident making real decisions, not just passing cases along. Someone who can balance empathy and regulation, move comfortably between customers and compliance, and take full ownership of complex KYB/KYC journeys.

If you’ve ever thought “I don’t just want to support onboarding — I want to own it”, keep reading. 😺

😺 Our Personality

Think fintech — but make it fun.

We’re playful but professional. Smart but never snooty.
We care deeply about our customers, our craft, and our culture.

We believe:

• Great design matters
• Clever tech should reduce stress, not create it
• Even admin can be joyful (yes, really)
  

🚀 Why Join ANNA?

Because here, your judgement actually matters.

• You’ll work in a flat, self-organising structure where ownership is real, not theoretical
• You’ll be trusted to make decisions — and supported when things get tricky
• You’ll help small businesses feel confident, understood, and protected
• You’ll join a fast-growing fintech that loves bold ideas, curious minds, and people who care
  

(Bonus points if you like cats. Extra bonus points if a cat likes you.)

🧠 What You’ll Be Doing (aka: where you earn your whiskers)

This is not a high-volume, script-reading support role.
This is a judgement-heavy, ownership-driven onboarding role.

You’ll:

• Independently review, assess, approve or decline business customers during onboarding
• Handle complex KYB/KYC cases, including enhanced due diligence where required
• Make risk-based decisions — and confidently stand behind them
• Communicate directly with customers via chat, email, and phone to request info, explain outcomes, and guide them through the process
• Balance excellent customer experience with regulatory and fraud risk (no shortcuts, no nonsense)
• Work closely with Compliance, Risk, and Product to continuously improve onboarding flows
• Spot patterns, raise red flags, and help ANNA sharpen its claws 🐾
• Support with wider customer experience queries, not strictly bound to Onboarding-related ones - you would be equipped to provide general app and business advice
  

You won’t just follow rules — you’ll apply them intelligently.

Here’s the requirements for the role, that you’ll need to succeed:

• Hands-on KYB/KYC experience
  (Not “supported onboarding” or “assisted reviews” — you’ve actually done the work)
• Independent approval and decline decision-making experience
• Direct customer communication experience (chat, email, and/or phone)
• Confidence balancing customer empathy with compliance, fraud, and financial crime risk
  

If you haven’t made real onboarding decisions yourself, this role won’t be the right fit — and that’s okay 🧡

You’ll likely feel right at home if you’ve previously worked as a:

• Onboarding Analyst / KYB Analyst in a UK fintech environment
• Enhanced Due Diligence (EDD) analyst with customer contact
• SME onboarding specialist (especially for business accounts)
• Payments or banking compliance analyst with strong CX exposure

Experience from companies like:

• Digital banks, EMI providers, payment processors, or lenders
• B2B fintechs serving SMEs (especially VAT-registered businesses)

• £1,000 annual Continuous Learning budget
• £1,000 “Take A Break” wellbeing budget
• Private Bupa healthcare
• Growth share program
• Perkbox access (fitness, rewards, mental health support)
• Cycle to Work & Nursery Care salary sacrifice schemes
• Regular social events (virtual & in-person)
• Half days on Bank Holidays with full-day pay
• 28 days annual leave — plus more after two years
• A day off for your birthday 🎂
• A culture where your voice genuinely counts