Description

We are a leading digital bank on a mission to disrupt the banking industry. We've built an app with smart money management tools to help our customers live a healthier financial life.

As our customer numbers continue to grow, so does our need to hire fantastic people to serve them. Our customer acquisition team members are our greatest asset - representing Starling to the people, and businesses, that rely on us to help manage their financial lives. As a Customer Acquisition Team Lead, your team will be responsible for ensuring our customers have a great first experience with us, opening personal or business current accounts.

Team Leads are critical to the success of our Operations department. As a team leader, you’ll inspire and motivate your team to give the best service to our customers. Leading from the front, you’ll showcase your finely tuned customer service skills on a daily basis. Not only that, we’ll be looking to you to share solutions that will make our's, and our customers lives, better.

Everyone at Starling gets the chance to own interesting things from day one, and we’re told one of the best things about working here is the ability to achieve a lot in a short space of time.

Hours: We are looking for a job share across the hours 17:00 - 23:00, our application form will capture your availability.

Your responsibilities will include

• Positively influence and contribute to the team culture.
• Motivate, coach and develop staff.
• Acting as a KYC and KYB subject matter expert; sharing technical expertise and guidance with the wider Onboarding team.
• Performing a risk assessment on new account applicants (customers and/or businesses).
• Show ownership and accountability for offering solutions to benefit our customers and the business.
• Drive continuous improvement ethos within the contact centre and the business.
• Actively improve processes, workflows and service to our customers.
• Coordinating with key stakeholders and senior management.
• Conducting Quality assurance for the team.
• Preparing and distributing reports to the wider business.

Requirements

• Experience of managing a team in a financial services environment.
• Ability to train team members and adapt to training styles.
• Ability to adapt to, and lead people through change.
• Knowledge of the regulatory requirements of KYC and KYB.
• KYC and KYB experience within a financial institution.
• Understanding of CIFAS and SIRA.
• Knowledge of Money Laundering Regulations and JMLSG guidance.
• Excellent written and verbal communication skills.
• Ability to balance workload and schedules with multiple priorities.
• Flexibility to work when required to provide 24/7/365 support.
• Management of key stakeholders and ability to communicate at all levels of the business.

Benefits

• 33 days holiday (including public hols). You’ll also get your birthday on us
• 16 hours paid volunteering time a year
• Family friendly leave policies
• Private Medical Insurance with VitalityHealth
• We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!
• Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme
• Gym membership options
• Season ticket travel options

About us

We are a leading digital bank on a mission to disrupt the banking industry. We’ve built an app with smart money management tools to help our customers live a healthier financial life. We also offer ground breaking B2B banking and payments services.

Since our launch in 2014, we’ve opened almost three million accounts including 480,000 business accounts for small and medium-sized enterprises (SMEs).

We’re a fully licensed UK bank and we have the culture and spirit of a fast-moving, disruptive technology company. We’ve been voted Best Current Account for the last five years running, named Which? Banking Provider of the Year for the last two and we were the most switched to bank in 2021. We employ more than 1,800 people across our London, Southampton and Cardiff offices.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.