Application Fraud Team Manager

Job content

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. Since our launch in 2014, we’ve opened over three million accounts and we’ve been voted Best Current Account Provider five years in a row. We employ more than 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023.
As an Application Fraud Team Manager, you will need to lead by example, inspire and motivate as well as support your team members in their development. You will lead from the front and be creative in finding ways to deliver an outstanding service to our customers, whilst also dealing firmly and efficiently with instances of application fraud to minimise loss to the Bank. You will be required to work with various internal stakeholders across multiple functions to create best-in-class service while continuously focussing on protecting the bank and our customers.
Applications for this role will close on Friday 24th March.
Responsibilities

• Provide support to the Fraud Prevention Operations Manager by overseeing the day to day work of the Application Fraud Team, ensuring they are within agreed SLAs / KPIs.
• Working with the Fraud Prevention Operations Manager to ensure the team’s quality and development needs are met on a day to day basis.
• Proactively identifying financial crime trends through data analysis and sharing findings with the Fincrime Strategy team, the wider business and at an industry level.
• Proactively monitor the team’s case loads to ensure service efficiency and reduce customer waiting times through effective prioritisation.
• Ensure the team handles investigations in line with the Bank’s policy and regulatory requirements.
• Provide coaching and support using QA feedback to ensure development and upskilling of team members.
• Keep abreast of developing fraud trends and patterns to ensure your team is equipped to do their job.
• Drive a continuous improvement ethos within the team.
• Positively influence and contribute to the team culture.

Requirements:

• Experience investigating Application Fraud.
• Excellent communication skills, both written and orally.
• Strong interpersonal and organisational skills.
• Experience in leading successful teams to achieve their goals within a Financial Crime Operation.
• Experience using fraud detection and reporting systems, such as CIFAS and SIRA.
• Experience in overseeing and managing workload and prioritisation of tasks.
• Be a tenacious decision maker whilst acting with pace.
• Ability to adapt to, and lead people through change in a positive manner.
• Accountable leader with strong customer focus and not afraid to ‘get your hands dirty’.
• 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 4x your salary
• 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
• 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 and Salary Sacrificed Gym partnerships

About Us:
We’re on a mission to radically reshape banking – and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
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.
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.