Financial Assistance Associate, Starling Bank
Collections
Mobile-first bank offering personal, joint and business accounts
Posted today
Mobile-first bank offering personal, joint and business accounts
1001+ employees
Posted today
1001+ employees
Company mission
To solve our customer's problems - and build the best bank in the world.
Role
Who you are
- This role requires strong listening skills, a naturally inquisitive approach and a customer-focused mindset.
- Experience in Collections, Financial Services, or lending is essential
- Experience working in a customer-focused contact centre environment
- Comfortable asking open questions and, importantly, using listening skills to explore a customer's situation
- Empathetic approach when communicating with all customers, regardless of their situation or circumstances
- It is preferable, but not essential, to have an appreciation for how current regulations such as CONC and Consumer Duty relate to the role
- Ability to create good outcomes and solutions for customers in arrears
- It is preferable, but not essential, that you have knowledge of TEXAS, BRUCE, CARERS, or other vulnerability models
- Confident in handling customer complaints or complex situations
- Resilient when dealing with challenging or difficult conversations
- Highly adaptable and capable of working within a fast-moving fintech environment
- Strong team player with a positive attitude
- Excellent communication skills, both written and verbal
- Ability to work collaboratively with other departments
What the job involves
- As a Financial Assistance (Collections) Associate, you will support customers experiencing varying degrees of financial difficulty, engaging with empathy and professionalism across a range of communication channels.
- You’ll conduct financial assessments, navigate sensitive conversations, and provide tailored solutions that deliver positive outcomes for both the customer and the bank.
- You will be comfortable working within a contact centre environment and ensuring actions taken adhere to procedural guidelines and regulatory standards
- You will be interacting with customers via a variety of channels, including digital messaging and making and receiving calls within our contact centre
- Demonstrate excellent listening skills and an inquisitive nature to gain an understanding of each customer's individual circumstances
- You will speak with customers and businesses that may be experiencing difficulties, undertaking a financial assessment to better understand their financial position
- You will be confident in having what can often be difficult conversations, showing understanding and empathy in your interactions with customers
- Provide support by signposting customers to internal specialist teams or external organisations when indications of vulnerability are detected
- Identify customers who are dissatisfied with the service received and seek to resolve issues as part of a first-contact resolution approach
- Liaise with third parties and other areas of the bank to obtain information and supporting documentation where required
- Review each customer’s situation individually and demonstrate the ability to translate the information obtained into good outcomes for both the customer and the bank
- Accurately update systems in line with procedures, ensuring any commitments made to customers are actioned appropriately
- Be open to feedback from Quality teams and evaluate your own performance to continually strive for high standards of service and support
- Working Hours: Full time rotational shifts between 8am - 8pm Monday - Friday and Saturdays 9am-5.30pm & occasional bank holidays
- Training: This will be conducted in the office over a minimum of 6 weeks, once this is completed you will move to a hybrid way of working. The team will work from the office 10 days a month
Application process
- Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious
- Following your application being reviewed, you can expect the below:
- Stage 1 - Introductory call with a Talent Specialist
- Stage 2 - In office assessment centre/interview
- Closing date: Wednesday 4th June at 5pm
Our take
Starling started life focused on consumer banking, it has since found most of its success by competing in the business banking space. Its caught up with Tide and beaten the likes of Monzo and Revolut to a more complete offering for businesses.
This progress resulted in the company receiving a £100M grant in April 2019 from a body created to boost competition in SME banking, which it has used to accelerate building a full suite of digital banking products: intelligent forecasting tools, and digitally-enabled relationship management functions, as well as lending products. Since then, it has gone on to raise significant rounds of funding with leading investors such as Goldman Sachs.
As well as continuing to expand in the UK, its expanding in Europe. And its imminently launching an international bank in Dublin, which has allowed it to offer its current account across the European Union post-Brexit
Banking for small businesses has historically been ignored, even though the experience is poor. Starling is in tune with knowing what its customers want, and continues to build out its range of third-party products within its banking app thanks to support from its open API. Having achieved profitability, it currently has 26 integrations, including Xero, but that figure continues to grow.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 11 rounds)
Apr 2022
$175m
LATE VC
Jun 2021
$47m
LATE VC
Total funding: $1.2bn
Company benefits
- Time off: 25 days holiday, plus your birthday as an extra freebie. You can also opt out of bank holidays and take them when works for you!
- Health insurance: Private health insurance with Vitality Health, one of the UK's leading private medical insurers
- Pension scheme
- Paid volunteering leave: We encourage all our employees to give back. You can take up to 16 hours paid leave a year, specifically to help causes meaningful to you
- Gym & cycle to work schemes: We offer discounted gym memberships and cycle to work schemes through salary sacrifice
- Perkbox: For a wide range of retail, entertainment and leisure discounts (as well as cash back) at a huge variety of businesses
Articles
Leadership
Anne Boden
(Founder)Held senior roles in finance over a 30 year career, including COO for AIB and Head of EMEA for RBS. Was CEO of the company for 9.5 years.
Raman Bhatia
(Group CEO)Previously CEO of OVO, Board Member at Bud, Head of Digital Bank (UK) at HSBC and VP at HouseTrip, among other roles.
Diversity, Equity & Inclusion at Starling Bank
Manuela Torrijos-Simon (Group Financial Controller)
- In the spirit of Aiming for Greatness and Doing the Right Thing, we want to be the bank with the best approach to Diversity and Inclusion
- The Always Open Forum at Starling empowers employees to come together and own their areas of interest, supporting their agenda both internally and externally
- The forum creates a safe space for conversations about all Diversity and Inclusion topics, with the spotlight currently on 3 focus areas; Race and Ethnicity, LGBTQ+ and Mental Health.
- We’re about to launch a new group to support Disability, and all of these teams help bring Starlings together to improve our workplace
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