Complex Business Specialist

We are currently seeking a Team Leader with Business Banking knowledge and experience to join our growing Business Banking offering at Starling
We’re on a mission to disrupt financial services. Since we were founded in 2014 Starling Bank has grown to over 3m customers, including nearly 500,000 SME customers. Our customers have deposited over £9bn with us, and we have nearly £4bn in assets. We’re ranked number 1 for customer satisfaction in the UK, and intend to continue disrupting the UK market to improve customer experiences in banking. Our free Business Banking proposition is unique and market leading.
As we grow our digital services to UK SMEs and provide a truly revolutionary banking experience, we need an experienced individual who is able to lead and drive our Business Banking Operations team to support our SME customers. This role will have both external and internal stakeholders.

**About the role**:

- Lead the Business Banking Operations team who provide proactive, day-to-day customer service support to Starling’s SME customers.
- Requires a passionate and committed person who will encourage and coach their team to be the best they can both individually and collectively.
- Support customers where required. Our digital first proposition exceeds customers expectations, but sometimes they need additional support. You will ensure that your team provides top-class support as well as working with the team to identify new solutions to solve new issues as they arise.
- You will support other colleagues in the bank to understand our Business customers better. Your role will be to support teams such as Onboarding, Customer Due Diligence amongst others in understanding our customers better so they can improve service delivery.
- Through your role you will have a unique insight into our customers, this will enable you to Identify trends and behaviour that will drive strategic change across our wider team.

**Requirements**:
We are currently seeking experienced individuals to join the role of Complex Business Specialist.
We’re on a mission to disrupt financial services. Since we were founded in 2014 Starling Bank has grown to over 3m customers, including nearly 500,000 SME customers. Our customers have deposited over £9bn with us, and we have nearly £4bn in assets. We’re ranked number 1 for customer satisfaction in the UK, and intend to continue disrupting the UK market to improve customer experiences in banking. Our free Business Banking proposition is unique and market leading.
As we grow our digital services to UK SMEs and provide a truly revolutionary banking experience, we need a team of business specialists who are able to support our SME customers. This person will be a part of Starling’s proposition which looks to support more complex and corporate structure Business Banking clients.Initially this will be aimed at maximising the retention of existing customers but in the longer-term potentially onboarding new customers.
This role will have both external and internal stakeholders.

**About the role**:

- Business verification - to oversee the review of established Starling businesses customers. You will ensure that we hold a full understanding of the business, which includes risk assessment. The reviews will ensure that Starling’s KYB is maintained correctly and up to date. Any decisions which follow are taken in line with our risk appetite.
- You will understand Starling’s risk appetite and ensure it is applied in all reviews to maintain the integrity of the business relationships.
- Investigation skills will be required to identify new scenarios and cases and to challenge, review or champion change to policy, using your knowledge of banking and business customers.
- Through your role you will have a unique insight into our customers, enabling you to identify trends & behaviour and provide this feedback to drive further improvements to our proposition.

**Responsibilities**:

- Whilst being focused on retaining and optimising the Starling’s existing Business Banking relationships, you will balance the risk to our business
- Undertake detailed conversations with our Business Banking clients to gain a full understanding of their business; demonstrating confidence through competence and existing knowledge
- Liaise with internal stakeholders to drive the implementation of Starling’s ability to retain more complex and corporate structured business customers. This will include; Engine colleagues, in respect of internal platform design and requirements; Information Security, for API feeds from external sources;, Onboarding (Business and Personal), Compliance, MLRO, Banking and Commercial Risk, amongst others
- Able to draw own conclusions based on relevant data and make the right decisions, considering the result on both the business and customer outcomes
- Submit recommendations to leadership in relation to how we can support certain types of business
- Supporting colleagues and worki