Onboarding & Review Expert

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 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 - Role related interview with Onboarding & Review Expert Team Leads
• Stage 2 - Presentation and interview with the Head of Onboarding & Account Review and an Onboarding and Review Expert Operations Manager.

Closing date: Friday 11th July at 5pm

Working hours and training requirements:

• Working Hours: Full time rotational shifts Monday - Sunday between 8am - 8pm. We have multiple shift patterns available, we are flexible on these being during the day, evening or overnight.
• 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: We are seeking a dynamic Onboarding & Review Expert to join our team. In this role, you will play a key part in supporting both our customers and internal teams, leveraging your extensive risk-related expertise in a first-line risk environment, acting as a point of escalation, and taking a risk-based approach. If you have a strong background in risk and are passionate about providing support and development, and are eager to make a real impact we would love to hear from you.

The Expert role has 3 key parts, that are intrinsic to the success of the team:

• Taking ownership of reviewing high-risk accounts using Starlings risk appetite to ensure we serve customers in a timely manner, whilst keeping the bank and its customers safe. You will play a pivotal role in balancing the customer journey with risk, driving a proactive approach in supporting customers and risk.
• Provide mentorship to our teams and leaders through engaging 121 sessions and team based activities that keep it simple. Give clear and concise feedback to create a positive, growth-orientated environment, empowering teams to thrive and succeed within the department.
• A proactive problem solver who is ready to make an impact from day one. Someone who is not afraid to challenge existing processes and drive innovation to enhance the customer journey. Take full ownership of process improvement, guidance changes and projects. Whilst shaping the future of how we work.

Responsibilities:

• Taking a risk based approach from an Onboarding and Periodic Review perspective, reviewing customers holistically when making a decision.
• Acting as subject matter expert; a mentor to the onboarding and Periodic review teams to support and build knowledge and confidence in high-risk subject matter and Starlings Risk appetite.
• Understanding and overseeing the identification of high-risk applications that require Enhanced Due Diligence. Liaising with customers on more complex applications via phone & email.
• Ensuring queues & workstreams are well maintained and sufficient time is allocated for priorities.
• Delivering engaging and impactful training sessions to large groups, being able to inspire your audience, tailor sessions and strengthen risk related knowledge.
• Positively influence the team culture through collaboration.
• Using trends and data to proactively seek improvements to the existing process, take ownership of these improvements from start to finish.
• Designing, simplifying, reviewing, and updating internal policies and procedures.
• Proactively build and maintain relationships with key stakeholders across the business and leverage these when working on guidance and projects.

Requirements:

• Expertly balance customer needs with the bank's risk appetite.
• Deep expertise in Onboarding and Due Diligence processes, you will play a crucial role in ensuring both risk mitigation and efficiency.
• Skilled in providing coaching and feedback through structured sessions that are goals-centric.
• Management of key stakeholders and ability to communicate effectively at all levels of the business.
• Knowledge of Money Laundering Regulations and JMLSG guidance.
• Ability to design and deliver meaningful, interactive training sessions on Risk and EDD.
• Balance multiple priorities and adapt quickly to change, contributing to the continuous improvement of processes in a fast paced environment.

Benefits:

• 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.