Onboarding Executive - 12 month FTC London

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work. Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.

A feel for our culture: To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth. That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it. We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

Does this sound like you? Are you passionate about delivering an exceptional onboarding experience for clients? We’re looking for a detail-orientated and client-focused professional to join our fast-growing fintech scale-up. As an Onboarding Executive, you’ll play a crucial role in shaping the first impressions of our customers, ensuring a seamless, compliant, and exceptional onboarding journey.

What you’ll do:

• Lead the client onboarding journey: Ensure every customer receives a smooth, professional, and positive experience that sets the tone for a long-term partnership.
• Client communication: Act as the first point of contact for clients, clearly explaining onboarding requirements, managing expectations, and providing updates with confidence and clarity.
• Risk-Based Decision Making: Act as the final approver for onboarding applications, applying sound judgement and thorough risk assessments across multiple client types.
• Compliance ownership: Safeguard the business by adhering to AML policies, conducting due diligence (CDD/EDD), and managing financial crime screening.
• Work to SLAs: Consistently meet service-level agreements (SLAs) and key onboarding targets, ensuring a timely and efficient experience for clients.
• Client engagement: Build strong, trusted relationships with customers and internal teams, ensuring all onboarding queries are handled effectively.
• Process improvement: Identify opportunities to streamline workflows, enhance client experience, and maintain high-quality standards.
• Technical support: Use CRM and workflow management tools (e.g., Comply Advantage, LexisNexis, GBG, Salesforce) to monitor applications and resolve any issues.

What we hope you will bring:

• AML/KYC expertise: Good understanding of AML regulations, customer due diligence, enhanced due diligence (EDD), sanctions, PEP, adverse media checks, and financial crime screening.
• Exceptional communication skills: Ability to communicate complex requirements in a clear, professional, and client-friendly manner, building trust and confidence.
• Client-first mindset: Strong interpersonal skills with a natural ability to build rapport and manage client relationships effectively.
• SLA-driven approach: Proven ability to work to defined SLAs and productivity targets while maintaining exceptional quality and compliance standards.
• Organisational excellence: Ability to prioritise tasks, manage competing deadlines, and deliver high-quality results in a fast-paced environment.
• Attention to detail: A meticulous and proactive approach, ensuring accuracy and compliance.
• Tech-savvy approach: Comfortable with CRM systems, compliance tools, and workflow management solutions.
• Problem-solving skills: Ability to anticipate challenges, resolve issues, and deliver solutions that enhance the client journey.

How we reward you:

• Hybrid working - Spend at least 1 day a week with your team in our collaborative London office.
• Competitive bonus scheme - designed to reward and recognise high performance.
• Flexible benefits budget - a pot to fund meaningful benefits for you, whether it’s hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you.
• A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods.
• Around the World scheme - 3 months work from anywhere scheme.
• Mental wellbeing support – Access therapy and mental health sessions through Spill.
• Learning and development – £1,000 personal development budget to help you grow in your role.
• Private health care - Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded.
• Medical cash plan - To help you with the costs of dental and optical expenses.
• Life insurance and Income Protection- four times your annual salary for peace of mind.
• Matched pension contributions up to 5%.
• 25 days holiday - plus bank holidays, well-being days and volunteering days.
• Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.

All are welcome. At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.