Relationship Onboarding Specialist

**What you will do**

You will manage the customer experience throughout the onboarding of new to bank customers and the CDD refresh for existing customers, maintaining the highest standard of excellence in customer service. Alongside this, you will manage customer expectations and communications, evaluate all customer requirements to ensure existing and potential customers are kept up to date on the progress of their ongoing transactions. Part of your responsibility will be to provide expert and quality support to Relationship Directors with Customer due diligence processes.

Key Responsibilities
- Liaise with the customer to gather detailed customer information and supporting documentation required to complete the Customer Risk Assessment and in line with the CDD procedures ensuring supporting documents are accurate and saved in appropriate locations.
- Engage all existing clients in the collection of detailed customer information and supporting documentation required for the completion of periodic reviews and reviews which are trigger generated, as well as any other reviews triggered by projects.
- Undertake all necessary screening for customer on-boarding and periodic reviews (including but not limited to: PEP, sanctions, adverse credit information, linked liquidated companies, adverse media, Equifax search, Companies house, Google, Lexis Nexis) and, where appropriate, credit searches.
- Understand and evaluate customer requirements, company structures, Obligor liabilities and high-risk indicators
- Identify, assess, and escalate all risks and ensure compliance with internal Policies and external regulations (including Customer Due Diligence (CDD), Records Management, Information Security, Complaints, Anti-Bribery & Corruption)
- Review and check for completeness of CDD information and supporting documentation before submitting the customer risk assessment to the Relationship Director for submission to Financial Crime Operations for review and approval
- Resolve requests for further information as requested by the Financial Crime Operations Team
- Ensure that deals are progressed in appropriate timescales, proactively chase internal & external partners
- Advise the Relationship Director of progress, agree action plan for any issues to completion of CDD sign off
- Assist other team members during peak periods
- Work collaboratively with the Relationship Team, Financial Crime, Credit & Governance & Quality Assurance to deliver a 1st class service to our customer base
- Maintain accurate and timely records relating to the portfolio to ensure data quality / MI reporting remains robust (Aurius, I-Drive, nCino)
- Key Interfaces
- REF Relationship team
- Customers (& customer representatives)
- REF professional community
- Financial Crime team
- Governance & Quality Assurance team

**What you will bring**

Financial services experience

**Everyone is different. Everyone is valued**

As part of our vision to become the most trusted specialist lender in the UK, we’ve been helping customers and businesses fulfil their ambitions since 1952. In that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people and our strengths; specialist, expert, ambitious and also diverse. All of our people are different and this is something we celebrate.

Every one of our employees brings unique talent, ability and perspective to their role.

That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and support diversity, work with leading industry bodies and promote initiatives that reinforce our philosophy of giving you the freedom to be who you are.

We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.