Onboarding Analyst

Location: Cardiff

Reporting to: Onboarding Team Leader

Closing date: Friday 22nd June at 5pm.

About Starling 

At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values. Our vision is to create a banking industry that serves everyone, which we accomplish by developing best-in-class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business.

Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture. We're a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.

Working Hours: You will work a 37.5 hour week, Monday - Sunday between the hours of 7am - 8pm.

Hybrid working: All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home. The first 6 weeks will be spent full time in the office.

The Opportunity

Onboarding Analysts play a critical role in ensuring a seamless and secure experience for new personal and business customers by conducting thorough due diligence to protect the bank. Using a risk-based approach, they verify IDs, customer data, and corporate documentation to manage low and medium risk flags during onboarding. They ensure every account is safe and compliant before it goes live, while actively escalating high-risk concerns through the appropriate channels.

The Onboarding Analyst operates as Starling Bank’s first line of defence, balancing rigorous regulatory compliance with a seamless, customer-centric onboarding journey. The role holds direct accountability for protecting the bank from financial crime by executing risk-based due diligence on personal and business applications. The Analyst conducts holistic reviews to manage low-to-medium risk flags for both personal and business customers before account activation.

Key Responsibilities:

• Case Management: Process a large, varied volume of low-to-medium risk applications efficiently while capturing all necessary verification evidence.
• Customer Journey: Guide personal and business applicants through onboarding, minimising customer effort during document resubmissions via telephone, email, and in-app messaging.
• Risk Escalation: Proactively identify and escalate high-risk concerns, complex cases, and emerging financial crime trends through the correct channels to relevant teams such as AFT, ORE and leadership.
• Adaptability: Maintain an agile mindset to navigate process changes quickly, making balanced decisions that benefit both the customer and the bank.

Skills & Experience:

• KYC/KYB Process Knowledge: A strong background in Know Your Customer (KYC) and Know Your Business (KYB) verification processes.
• Corporate Structures: A clear understanding of UK business entities (such as Limited Companies, LLPs, and Sole Traders)
• Qualifications & Certifications: No mandatory certifications are required, as full training is provided. However, an industry certification (such as from the International Compliance Association (ICA) or ACAMS) is highly desirable.

Behaviours & Competencies:

• Customer & Risk Focus: The ability to balance a customer-centric onboarding approach with the bank's risk appetite, ensuring a smooth yet safe journey.
• Decision-Making: Comfortable working in a fast-paced environment and capable of making clear, decisive risk judgments.
• Attention to Detail: An investigative, curious, and analytical nature with a great eye for detail when reviewing documentation.
• Operational Efficiency: Able to manage high volumes of applications efficiently while remaining highly vigilant to potential risks.
• Key Skills: Strong practical capabilities in administration, case investigation, clear communication, and workflow management.

Why Join Starling?

• Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you'll have the freedom to accomplish your goals in innovative ways.
• Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on "doing the right thing.”
• Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
• A Bank That Cares: We're a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
• Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:
• Company-enhanced salary sacrifice pension scheme (7% employer contribution) 
• Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Life Insurance at 4x your salary.
• 16 hours of paid volunteering time a year.
• Ability to buy or sell annual leave.
• Generous family-friendly policies.
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• Incentivised 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) leasingOur Commitment to Equality

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 will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.