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.

As a Senior Payment Associate at Starling Bank, you’ll be part of the Payment Operations team. You’ll be dealing directly with customers to resolve their payment queries, liaising with our technical teams to develop your understanding of payment transactions, and ensuring all SLAs are adhered to.

The Shifts:

This team currently works between 9am-5:30pm, Monday - Friday.

Training for the role:

We have a 6 week training programme which is run from the office so you'll need to be able to commit to being in the office during the day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling! 

This is a hybrid role, the first 6 weeks will be spent full time in our office, moving to 1/2 days per week, after this period.

The recruitment process:

Once we have reviewed your application, if we feel you have the skills and experience foe the role, we will invite you to an initial 20 minutes long phone interview.

After this, the final stage would be a video interview with our Payments team, where they will discuss the role, your skills and experience in more detail and an answer any questions you may have about the role and what to expect!

Responsibilities:

• You will be responsible for the ownership of various payment schemes including;(Current Account Switch Service, BACS, Faster Payments, and SWIFT/SEPA)
• Promptly dealing with queries and investigations
• Liaising with other banks
• Ensuring SLAs are adhered to
• Show ownership and accountability for offering solutions that help and benefit our customers
• Actively seek to improve processes and workflows
• Support payment processing
• Support incident management
• Work closely with the reconciliation's team to resolve outstanding breaks
• Maintain existing and create new procedural documentation
• Proactively resolving technical errors that arise across all payment schemes  
• Able to manage and resolve customer complaints

Requirements

Behaviours & Competencies:

• Strong Communication Skills
• Attention to Detail
• Ability to work independently as well as in a team
• Time management - adhering to SLAs
• Ability to adapt to change

Skills:

• Written communication skills
• Ability to prioritise workload
• Previous payments experience
• Strong Customer Service Skills

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 & 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 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.