Onboarding & Review Expert

TN United Kingdom; Cardiff; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative digital bank is seeking an Onboarding & Review Expert to enhance customer experience and support the growth of their next-generation banking services. This role involves mentoring teams, reviewing high-risk applications, and driving process improvements to ensure a seamless customer journey. The ideal candidate will possess strong coaching skills, a customer-centric mindset, and a thorough understanding of risk management. Join a dynamic team where your contributions will directly impact the bank's mission to provide fair and accessible financial services.

Qualifications

• Experience in a first-line risk environment.
• Ability to manage workload in a fast-paced environment.

Responsibilities

• Act as a subject matter expert and mentor for onboarding teams.
• Oversee high-risk applications requiring Enhanced Due Diligence.
• Deliver engaging training sessions and influence team culture.

Skills

Customer-centric mindset

Expertise in onboarding and due diligence

Coaching and feedback skills

Stakeholder management

Knowledge of Money Laundering Regulations

Job description

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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 3,000 people across our London, Southampton, Cardiff, and Manchester offices.

About the role:

We are looking for an Onboarding & Review Expert to join our team and support our growth for a next-generation, digital bank. We need people to support our customers and teams for hours a week; shifts will cover 07:00 to 20:00, Monday to Sunday (Weekends on a rotational basis). Office attendance is currently 40% of your contracted shifts.

The individual will be considered an expert and be expected to bring relevant knowledge and experience in a first-line risk environment.

The Expert role has three key parts, intrinsic to the success of the team:

1. Taking ownership of reviewing high-risk applications using Starling's risk appetite to ensure timely service to customers while safeguarding the bank and its customers.
2. Mentoring our teams and their leaders through engaging 121 and team-based activities, providing clear and concise feedback to foster a positive environment for growth.
3. Being a competent problem solver who can hit the ground running, challenge existing processes to improve the customer journey, and own process improvements, guidance changes, and projects.

Our recruitment process:

Interviewing is a two-way process, giving you the opportunity to get to know us as much as we are getting to know you. Our interviews are conversational, and we encourage questions and curiosity.

Post-application review, the process includes:

1. Scenario-based technical questions to assess skills and experience.
2. A two-stage interview process with our Periodic Review leadership team.

Responsibilities:

• Act as a subject matter expert and mentor to the onboarding and periodic review teams, supporting knowledge and confidence in high-risk subject matter and risk appetite.
• Oversee identification of high-risk applications requiring Enhanced Due Diligence, liaising with customers via phone and email for complex cases.
• Maintain queues and workstreams, ensuring priorities are well managed.
• Deliver engaging training sessions to large groups.
• Influence team culture positively.
• Use data and trends to proactively seek and lead process improvements from start to finish.
• Design, review, and update internal policies and procedures.
• Build and leverage relationships with key stakeholders across the business for guidance and project work.

Requirements:

• Customer-centric mindset with ability to interpret the bank's risk appetite.
• Expertise in onboarding and due diligence processes.
• Strong coaching and feedback skills, capable of delivering goal-oriented training.
• Effective stakeholder management and communication skills at all levels.
• Knowledge of Money Laundering Regulations and JMLSG guidance.
• Ability to create interactive, meaningful training on risk and EDD.
• Ability to manage workload and priorities in a fast-paced environment.