Financial Health Coaching Lead
Starling Bank, United Kingdom
Job Description
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 -Call with Anna Griffin, Talent Acquisition Partner about the role amp; your experience.
Stage 2 - Interview amp; role related task
Closing date: 9am Monday 18th March
About the role:
This is a brand new role within a brand new team; offering a great opportunity to help us shape the team amp; future! Our Financial Health team will work to identify solutions for customers showing signs of potential financial difficulty.
The purpose of this role is to work closely with Team Members and Team Leaders in the Financial Health Team, design and deliver training, and support ongoing coaching to ensure customers with potential financial difficulties receive the right support and we deliver good customer outcomes.
The role will work collaboratively alongside the Customer Operations, Collections Strategy, Quality Assurance and Knowledge and Learning teams to fulfill their responsibilities.
This role will work shifts between 8am - 8pm Monday - Saturday.
Responsibilities include:
- Design and delivery of the Financial Health Academy programme, ensuring the programme meets its expected customer outcomes and is delivered in line with company and regulatory expectations
- Provide ongoing expert coaching for the Financial Health team in relation to pre arrears activities and vulnerable customers in early financial difficulty
- Working closely with the Knowledge and Learning amp; Development team to understand needs for delivery
- Responsible for creating learning sessions related to customer processes which are easy to absorb and impactful
- Ensure skills assessments are undertaken during academy and outcomes are aligned to the Customer Operations Training and Competence framework
- Assess the quality of learning and knowledge using creative and varied methods ensuring outcomes are aligned to the Customer Operations Training and Competence framework
- Promote self development and self serve tools such as ‘Confluence’ hubs amp; external sources
- Responsible for ensuring all training records are kept up to date in the LMS and the skill matrix is correctly maintained
- Be a knowledge expert in relation to customer service key contact reasons
- Responsible for creating learning sessions related to customer processes which are easy to absorb and impactful
- Be a technical expert around Starling’s Customers with Potential Financial Difficulties policies and procedures, including regulations
- Support change related activities in particular training and embedding of new procedures and processes
- Provide ongoing support to line managers as needed to help them deliver positive customer outcomes in line with the needs of the business and regulatory requirements
Requirements
Experience:
- Up to date knowledge of FCA regulatory requirements, in particular CONC and Principle 7
- Previous experience in supporting customers with potential or actual financial difficulties?
- Experience of working in a customer facing role within a Financial Services environment
- Proven experience of delivering coaching and facilitation of training within a regulatory environment
Behaviours:
- Act as a role model and be an advocate for Starling’s culture and values
- 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
Keeps things simple - Passionate about coaching
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 su