Senior Payment Associate

7 months ago

Cardiff, United Kingdom Starling Bank Full time

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.
As a Senior Payment Associate at Starling Bank, you’ll be part of the Payment Operations team. You’ll be dealing directly with customers to resolve their payment queries, liaising with our technical teams to develop your understanding of payment transactions, and ensuring all SLAs are adhered to.

**The Shifts**:
This team currently works between 9am-5:30pm, Monday - Friday.

**Training for the role**:
We have a 6 week training programme which is run from the office so you'll need to be able to commit to being in the office during the day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling
This is a hybrid role, the first 6 weeks will be spent full time in our office, moving to 1/2 days per week, after this period.

**The recruitment process**:
After this, the final stage would be a video interview with our Payments team, where they will discuss the role, your skills and experience in more detail and an answer any questions you may have about the role and what to expect

Applications for this role will close on April 3rd at 5pm.

**Responsibilities**:

- You will be responsible for the ownership of various payment schemes including;(Current Account Switch Service, BACS, Faster Payments, and SWIFT/SEPA)
- Promptly dealing with queries and investigations
- Liaising with other banks
- Ensuring SLAs are adhered to
- Show ownership and accountability for offering solutions that help and benefit our customers
- Actively seek to improve processes and workflows
- Support payment processing
- Support incident management
- Work closely with the reconciliation's team to resolve outstanding breaks
- Maintain existing and create new procedural documentation
- Proactively resolving technical errors that arise across all payment schemes
- Able to manage and resolve customer complaints

**Requirements**:
**Behaviours & Competencies**:

- Strong Communication Skills
- Attention to Detail
- Ability to work independently as well as in a team
- Time management - adhering to SLAs
- Ability to adapt to change

**Skills**:

- Written communication skills
- Ability to prioritise workload
- Previous payments experience
- Strong Customer Service Skills

**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**:

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