Onboarding & Customer Experience Specialist

ANNA Money

full-time

Posted on: 1/22/2026

Location Type: Remote

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About the role

Independently review, assess, approve or decline business customers during onboarding
Handle complex KYB/KYC cases, including enhanced due diligence where required
Make risk-based decisions — and confidently stand behind them
Communicate directly with customers via chat, email, and phone to request info, explain outcomes, and guide them through the process
Balance excellent customer experience with regulatory and fraud risk (no shortcuts, no nonsense)
Work closely with Compliance, Risk, and Product to continuously improve onboarding flows
Spot patterns, raise red flags, and help ANNA sharpen its claws 🐾
Support with wider customer experience queries, not strictly bound to Onboarding-related ones - you would be equipped to provide general app and business advice**

Hands-on KYB/KYC experience** (Not “supported onboarding” or “assisted reviews” — you’ve actually done the work)
Independent approval and decline decision-making experience
Direct customer communication experience (chat, email, and/or phone)
Confidence balancing customer empathy with compliance, fraud, and financial crime risk**

Benefits

£1,000 annual Continuous Learning budget**£1,000 “Take A Break” wellbeing budget**Private Bupa healthcare**Growth share program**Perkbox access (fitness, rewards, mental health support)**Cycle to Work & Nursery Care salary sacrifice schemes**Regular social events (virtual & in-person)**Half days on Bank Holidays with full-day pay**28 days annual leave — plus more after two years**A day off for your birthday 🎂**A culture where your voice genuinely counts

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

KYBKYCenhanced due diligencerisk-based decision makingcustomer onboarding

Soft Skills

customer communicationcustomer empathydecision-makingproblem-solving