New Account Complex Specialist
DR3 – up to £26,500
Manchester/Hybrid – 1 day a week in the office
35 hours per week – 12 months FTC
Closing Date - 14th November 2025
Want to change the world? Choose a career that makes a difference
At The Co-operative Bank we’re proud to be different. We’re proud of our values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do.
Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. We don’t just help people with their money, but help people fight for justice and the causes they care about.
We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.
Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
We promote a hybrid working environment, which means you will work at our office in Manchester roughly once a week and then remotely from home. To enable you to work from home, you will need have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life.
The role:
To take relevant action on all customer account applications by dealing with any referrals that fall out of the Salesforce onboarding journey. Mitigate the risk of money laundering and criminal terrorist financing, taking responsibility for decision making and escalating to team leaders and external teams, where appropriate.
Key Accountabilities:
* Sales Funnel Management – responsible for the full customer on-boarding journey to ensure applications are reviewed in a timely manner and in accordance with SLA’s
* Conduct investigations on any application that falls into refer to validate the information
* Where necessary request additional information/documentation through secure message and challenge the validity of collateral/evidence provided using specialist knowledge, including the identification of fraudulent documents
* Maintain comprehensive and accurate record of investigations and evidence
* To conduct additional AML checks on applications and escalate any suspicions, where appropriate
* Work within the Money Laundering Regulatory framework, particularly with respect to tipping off and failure to report
* Achieve requisite quality outcomes in line with mandatory standards
* Working within Bank policy and procedures
* Respond to customer queries via Web Chat relating to the onboarding journey
* Communicating with the customer via telephony in relation to applications progressing through the Salesforce Onboarding journey
Knowledge, Skills and Experience Required:
- Confident and experienced in Financial Services and financial crime prevention
- An in depth knowledge of relevant banking regulation and legislation
- Knowledge of AML
- Strong written and verbal communication skills
- Analytical with an attention to detail
- Strong Investigative skills
- SME knowledge and experience
- Customer first’ approach
- Ability to act as a ‘change agent’ to promote and support the new onboarding journey
* Behaviours consistent in line with own and Bank core values
* Ability to plan & prioritise daily workload effectively
What You Can Expect From Us:
* Flexible and home working options
* 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
* Commitment from employers on continued learning & development
* Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.