APP Fraud Manager
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.
As a manager within the APP Fraud Team, you will lead by example and inspire and motivate a team of APP Fraud Investigators and Associates. You will lead from the front and be creative in finding ways to deliver outstanding service to our customers in an efficient manner. You will be required to work with various internal stakeholders across multiple functions to create best-in-class service and be passionate about continuous improvement.
Applications for this role will close at 12pm on Monday 18th March.
The Shifts:
We enable our customers to manage their money 24 hours a day, 7 days a week, 365 days a year. Whenever they need us, we will be there. This role will operate on a shift pattern of 37.5 hours a week per week (5 x 7.5hr shifts), Monday - Friday, 9am-5.30pm. However all contracts across operations are on a 24/7 and therefore could change to meet business needs.
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 initial application, if we feel you have the skills and experience for the role we will ask you to record a video to answer a few technical questions and to tell us why you would be a great addition to the team. If you prefer you can have a call with a member of our Talent Acquisition team to answer the questions instead.
After this, the final stage would be a video interview with our Fraud Claims team, where they will discuss the role, your skills and experience in more detail and answer any questions you may have about the role and what to expect!
Responsibilities:
- Actively manage team productivity, using QC to make sure your team are providing good quality and quantity cases
- Proactively manage work streams to ensure outcomes are delivered to customers in an efficient manner in line with strict Service Level Agreements.
- Ensure the team provides exceptional customer service via various communication methods.
- Act as a referral point on the CRM code and conduct four-eye checks on liability assessments in an efficient manner.
- Provide constructive feedback to team members and promote a ‘best in class’ culture throughout the team.
- Work closely with our Strategy and Change Managers to ensure training material is kept up to date and to gain support with ongoing training needs.
- Coach and support team members using QA feedback as a base to continuously improve customer outcomes.
- Keep abreast of developing fraud trends and patterns and ensure these are relayed to the team.
- Drive a continuous improvement ethos within the team.
- Work closely with vulnerable customers and support them with day-to-day needs.
- Positively influence and contribute to the team culture to ensure engagement levels remain high.
Requirements
- Experience in leading successful teams to achieve their goals within a Financial Crime or Customer Relations Operation.
- Experience in overseeing and managing workload and prioritisation of tasks.
- A sound understanding of the CRM code along with other relevant regulations such as the Payment Service Regulation.
- A good understanding of the vulnerable customer policy.
- Be a tenacious decision maker whilst acting with pace.
- Detail oriented with the ability and desire to work in a team environment.
- Ability to adapt to, and lead people through change in a positive manner.
- Accountable leader with strong customer focus.
- Excellent written and verbal communication 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 4