Onboarding Specialist

Onboarding Specialist – Risk-Focused Role (Hybrid Working)

We’re looking for a proactive and knowledgeable Onboarding Specialist to support both customers and internal teams, bringing extensive experience in a first-line risk environment. This is a key role with broad scope – from reviewing complex customer accounts to mentoring colleagues and driving meaningful process improvements.

If you\’re passionate about risk management, enjoy solving problems, and thrive in a dynamic environment, we want to hear from you.

The Role:

• High-Risk Account Review
• Take ownership of reviewing complex and high-risk customer accounts, applying a risk-based approach in line with internal risk appetite. You\’ll be pivotal in balancing robust risk controls with delivering excellent customer outcomes.
• Team Development & Mentoring
• Support team development through 1:1 coaching, training sessions, and feedback. You’ll foster a growth-oriented culture by simplifying complex concepts and empowering teams to build their confidence in risk assessment and customer due diligence.
• Process Improvement & Innovation
• Challenge existing processes, lead change initiatives, and shape the future of how we operate. You’ll manage end-to-end improvements, from refining policies and procedures to leading projects that enhance the customer journey.

Key Responsibilities:

• Make informed, risk-based decisions during onboarding and periodic reviews, considering the full customer context.
• Act as a subject matter expert and mentor for onboarding and review teams, strengthening their capability in high-risk assessment.
• Identify and handle applications requiring Enhanced Due Diligence (EDD), communicating with customers via phone and email when needed.
• Ensure key workflows and queues are managed efficiently and priorities are met.
• Deliver engaging training to teams across the business, tailoring sessions to inspire and build knowledge.
• Collaborate with colleagues to influence team culture and drive positive outcomes.
• Use data and trends to identify opportunities for process improvement—and take ownership in delivering them.
• Keep internal procedures up to date and aligned with regulatory expectations.
• Build strong relationships with stakeholders across the business to support project delivery and guidance updates.

About You:

• You have deep knowledge of onboarding, due diligence, and enhanced due diligence processes.
• You’re confident navigating complex risk scenarios and can expertly balance customer experience with risk mitigation.
• You’ve delivered structured coaching and training sessions that drive team performance and learning.
• You understand relevant regulations including the Money Laundering Regulations and JMLSG guidance.
• You’re an effective communicator with the ability to influence at all levels.
• You can juggle multiple priorities and thrive in a fast-paced, evolving environment.