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

• 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.