Job Description

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We\'re on a mission to disrupt financial services. Since we were founded in 2014 Starling Bank has grown to over 3.4m customers, including nearly 520,000 SME customers. Our customers have deposited over \xc2\xa39bn with us, and we have nearly \xc2\xa34bn 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 in the occasional times. Able to understand an SME, corporate structures and business cases, you will bring an ability to understand our customers business, and help ensure our digital led banking solutions support their needs.

About the role:

• The Business Banking Development Specialist will perform at an exceptional level within our team, using their skills and expertise to demonstrate to others how to take ownership, resolve issues, improve our customer experience and lead the way in first contact resolution

• They will coach and develop others, demonstrating how to put our customers first. They will seek first time resolutions, working to resolve complex issues, troubleshoot problems and champion complaints

• Responsible for the design and implementation of the initial training programmes for all new starters across the Business Banking team

• Manages the onboarding and induction of all new joiners to the Business Banking team including the alignment of training resource, arrangement of venue/facilities and ensuring equipment needed to facilitate is in place. Liaises with Recruitment and People teams as necessary to ensure new starters have the best possible experience

• Ensure adequate training is in place for colleagues to gain accreditation which ensures they can to fulfil the ongoing requirements of their role

• Works with the internal Quality Assurance function to provide feedback and coaching in a timely manner in response to findings. Where needed, seek and pursue changes to process and/or policy deemed necessary to improve customer outcomes and/or to the benefit of Starling to reduce repeat negative findings.

Responsibilities

• There remains a key responsibility within this role to continue to support the Business Banking team as required through channel support and referral/management of escalations.
• Strives at all times to seek first point of contact resolutions, working to resolve complex issues, troubleshooting problems and championing complaints
• Acting as subject matter expert; sharing technical expertise, advice and guidance with the Customer Service team
• Enhanced authority levels (specifics to be determined and documented) to make recommendations and decisions in response to customer as well as four-eye of customer documentation or communications
• Step in to support and deputise for Team Leaders as required. There is an opportunity to hone leadership skills, as well as learning and developing new skills, along with Flightpath training. This role has the opportunity for the individual to develop into a future leader.
• Taking ownership and accountability of the end to end process and delivering enhancements where necessary. Proactively seeks improvements to the existing process.

About You:

You will be a role model for the Business Banking team, demonstrating behaviours in line with our values at all times

Have a strong personal impact on not only the Business Banking team but the wider Starling business.

Be motivated to make it easier for customers to transact with us and in enabling our Business Banking colleagues to do the same

You will need to have expert knowledge of our systems, processes and procedures and work with them to to better the customer journey and to support our teams to do the same

Proven experience of delivering an exceptional standard of coaching delivery

Excellent written and verbal communication skills

Inquisitive - the ability to research and make an informed decision

Aptitude to work with a team in a changing environment. An ability to balance workload and deal with multiple priorities

Starling Bank supports customers 24/7, 365 days a year. We do this by working as a team.

This is a hybrid role based in the London area. There will be a requirement to travel not only to the base office but other Starling offices and other relevant business locations when necessary to support training needs.

Looking forward, the SME team will be available to support Monday to Friday - 8am to 8.30pm, and Saturday and Sunday (8am to 6pm). We will operate an on call model for emergencies outside of these hours and during Bank Holidays.

Requirements:

• Be focused on retaining and optimising the Starling\'s existing Business Banking relationships
• Liaise with internal stakeholders to drive the implementation of Starling\'s ability to retain more complex and corporate structured business customers. This will include; engineering 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 both the business and customer outcomes of our decisioning
• Submitting recommendations to Senior Management in relation to the how we can support certain types of business
• Ensure the team undertaking this work are supported through coaching and appropriate training
• Where required, participating in conversations with our Business Banking clients to gain a full understanding of their business
• Supporting colleagues and working with them to ensure that they deepen understanding of the client through proactive risk assessments and customer due diligence reviews
• Have strong understanding of the corporate onboarding process and be hands on in supporting colleagues who oversee the onboarding journey\'s of new and existing clients.
• Be an SME business expert. Understand business banking, KYB, Starling products, and FinTech movement.
• Understand the wider macro economic landscape impacting businesses and aware of the competitive landscape for businesses in their respective region

About You:

• Experience of working in relevant environment/s, i.e. Business/Corporate Banking, Financial Services
• Track record in completing Complex KYC reviews including: understanding corporate ownership involving different share classes, different entity types (such as trusts/nominees/partnerships) with the ability to assess and calculate key controllers within a business. The role will also require an understanding of jurisdiction risk and the implications of offshore ownership.
• Be able to speak confidently to key stakeholders within our businesses, driven by a desire to give a better banking experience whilst balancing the risks.
• You will be supported to offer the best banking service to SMEs and to help them focus on building their business
• You\'ll be resolute in improving our proposition by working with our colleagues. You will want a chance to make a difference within Starling
• You will care passionately about businesses and want to understand the customers you speak to and the way they have structured their business.
• Meticulous and organised with ability to manage own workload
• You will be a team worker. You will work closely with your team and with colleagues across a number of different areas across the bank.

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.

You may be put off applying for a role because you don\'t tick every box. Forget that! While we can\'t accommodate every flexible working request, we\'re always open to discussion. So, if you\'re excited about working with us, but aren\'t sure if you\'re 100% there yet, get in touch anyway.

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.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

Starling Bank