Account Manager

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 3,500 people across our London, Southampton, Cardiff and Manchester offices.

This is an exciting opportunity to join Starling Banking Services (SBS) to own the relationship with some of our biggest and most important existing clients.

As an Account Manager, you will be responsible for the satisfaction and top quality service that our existing clients expect from Starling. This role will cover traditional relationship management and nurturing of existing clients with some technical and day to day operational requirements in support of these clients.

Key accountabilities:

• Act as the main point of contact for a portion of our existing clients to triage and solve any issues or contact
• Work within a small team of fellow account managers to share best practice, client needs, and collaborate on future client requirements and products
• Own the customer relationship and develop a deep understanding of what makes them tick, what their goals are and how Starling can help them
• Develop strong relationships with senior counterparts at our customers
• Assist in the transition of newly onboarded clients to BAU account management
• Understand the SBS product suite to ensure growth opportunities are identified and seized
• Take ownership of customer technical issues or feedback and raise with relevant engineering and payments colleagues
• Interface with compliance, payments, and engineering colleagues to ensure excellent technical service for our customers while ensuring Starling is compliant with all applicable scheme and regulatory requirements
• Helping out during the monthly billing cycle, day to day operational exceptions and partner queries

Requirements

• Previous account manager experience, preferably in a fintech or payments company
• Existing understanding of FPS, Bacs, Open Banking, A2A payments and the developing ecosystem around the National Payments Vision, or strong willingness to learn
• Familiarity with API driven products
• Excellent emotional intelligence to understand our customers and their needs
• Commercial mindset to understand potential opportunities while prioritising resourcing across the customer book
• Hands-on, resilient and adaptable to a fast moving environments
• Excellent verbal and written communication skills
• Consistently act with the highest ethical standards, ensuring decisions are always in the best interest of our customers, colleagues, and the bank. Lead by example, fostering a culture of trust and transparency across all levels.

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.