Collections Competency Coach

We are hiring a creative Collections Competency Coach to join our awesome team at Starling Bank in Cardiff, Wales, United Kingdom.
Growing your career as a on_site Collections Competency Coach is an amazing opportunity to develop essential skills.
If you are strong in decision-making, research and have the right attitude for the job, then apply for the position of Collections Competency Coach at Starling Bank today!

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our recruitment 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 - Role related task & interview

The role:

This is an exciting brand new role to join our Collections Team as a Collections Competency Coach. This role will work collaboratively alongside our Leadership, Quality Assurance, Learning & Development and Strategy teams to help identify and deliver training and development needs within the Collections Department. This role will work to ensure Fair Customers Outcomes are consistent and completed with high levels of competency. We're looking for a collections expert with a passion for coaching and developing others.

Shifts: This role will work Monday - Friday full time and will predominately be based in our Cardiff Office.

Responsibilities:

• Responsible for delivery of one-to-one and group training and briefings, on a face-to-face basis and remotely (via Zoom) as well as conducting role plays
• Support change related activities in particular training and embedding of new procedures and processes
• You will provide ongoing support to individuals as needed to help them deliver positive customer outcomes in line with the needs of the business and regulatory requirements
• You will assess the quality of learning and knowledge using creative and varied methods to measure competency
• You will make recommendations to further improve the individual and customer experience, providing feedback and process improvement opportunities to the operational leads
• You will have responsibility for ensuring all training and briefing records are kept up to date and work with the team leads to ensure skill levels are correctly recorded

Experience:

• Up to date knowledge of FCA regulatory requirements, in particular CONC and PRIN
• Previous experience in Financial Services/Collections environment (Retail and Business)
• Prior experience in coaching and training within a regulatory environment
• Experience of working in a training/development environment

Behaviours:

• Integrity- Always do the right thing for our customers, colleagues and Starling.
• A positive “can-do” attitude whilst working in a changeable environment.
• Effective communication style that’s adaptable
• Proactive, self motivated and takes ownership
• Leads by example , happy to the job asked of others

Skills:

• Excellent presentation and facilitation skills, comfortable presenting in large groups and conducting role plays
• Ability to create professional ,effective training and briefing material from procedural and policy documentation
• Able to identify and support individuals learning needs
• Strong communication skills, both written and verbal.
• Great interpersonal skills and ability to work collaboratively with key stakeholders
• Ability to work at pace whilst ensuring accuracy of work, being agile in planning and prioritising in a changing, busy environment
• Keeps things simple

• 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 & group income protection
• 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
• Incentives refer a friend scheme
• 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, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

• 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.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, 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. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice.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.

Benefits of working as a Collections Competency Coach in Cardiff, Wales, United Kingdom:

● Company offers great benefits
● Professional Development Opportunities
● Attractive packageCompetitive Pay