Business Customer Technical Expert

6 months ago

Southampton, United Kingdom Starling Bank Full time

We are looking for a Business Customer Technical Expert to join our team and support our growth for a next-generation, digital bank.
We enable our customers to manage their money 24 hours a day, 7 days a week. Whenever they need us, we will be there.
We need people to join us to support our customers and teams 37.5 hours a week, the shifts will cover 07:00 to 20:00, Monday to Sunday (Weekends on a rotational basis).
The individual will join our fast-paced and ever-evolving Business Onboarding department as one of our Subject Matter Experts. The right person will bring the relevant knowledge and experience in a first-line risk environment. This role is not just about what you know but your ability to take the know-how and share this with stakeholders of all levels in a way that brings it to life but does not overcomplicate, so you need to bring your tried and tested approach to show how you adapt your style to suit the team's needs. This work is crucial to the continued success of our onboarding team.

The Business Customer Technical Expert role has 3 key parts, that are intrinsic to the success of the team:
- Responsible for delivering meaningful sessions on Risk in an onboarding environment. Mentoring BCA teams and their leaders through engaging 121 and team-based activity. Give clear and concise feedback to create a positive environment for our teams to grow within the department.
- Competent Problem solver who will hit the ground running from day one. Someone who is not afraid to challenge the way we do things to improve the customer journey, owning your process improvements, guidance changes, and projects.

The Business Customer Technical Expert’s responsibilities include:

- Delivering engaging training sessions to large groups.
- Run regular 1 on 1 coaching and feedback sessions with the Onboarding team to drive an improvement culture.
- 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 relationships with key stakeholders across the business and leverage these when working on guidance and projects.

**Requirements**:

- Professional qualification in KYB or 2+ years’ relevant experience as an expert in Business Onboarding or Due Diligence in a Business-led environment
- Someone who is customer-centric but can balance this with associated onboarding risks.
- Demonstrate a proven track record of delivering engaging training sessions across all levels of a business.
- Ability to create meaningful, interactive training sessions on Risk and EDD in an onboarding environment.
- Competent in coaching and feedback, with the ability to deliver structured sessions that are goals-centric.
- Comfortable working in a fast-paced environment with the ability to deliver high-quality results under time pressure whilst handling several projects at once.
- Management of key stakeholders and ability to communicate at all levels of the business.
- Knowledge of Money Laundering Regulations and JMLSG guidance
- Excellent written and verbal communication 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
- 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
- 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 and Salary Sacrificed Gym partnerships

**About Us**:
We’re on a mission to radically reshape banking - and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, 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. 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.

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