Customer Care Specialist II providing customer service in order capture at Acuity Inc. Seeking to strengthen customer relationships to exceed their requirements and expectations.
About the role
- Customer Experience & Onboarding Specialist at ANNA, managing customer queries and onboarding processes for small businesses. Engaging with customers directly and handling complex compliance cases.
Responsibilities
- Support wider customer experience queries, not strictly bound to Onboarding-related ones - you would be equipped to provide general app and business advice
- Handle complex KYB/KYC cases, including enhanced due diligence where required
- Independently review, assess, approve or decline business customers during onboarding
- 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 nonsense)
- Work closely with the rest of CX, Compliance, Risk, and Product to continuously improve onboarding flows
- Spot patterns, raise red flags, and help ANNA sharpen its claws 🐾****
- You won’t just follow rules — you’ll apply them intelligently.
Requirements
- Experience working in a regulated, policy-driven, or audited environment** (Not “supported onboarding” or “assisted reviews” — you’ve actually done the work)
- Comfortable with challenging information and asking for clarification
- Independent approval and decline decision-making experience
- Direct customer communication experience (chat, email, and/or phone)
- Confidence in balancing customer empathy and strong regulatory awareness to achieve compliant results
- If you haven’t made real onboarding decisions yourself, this role won’t be the right fit — and that’s okay 🧡
- ✨ Ideal Background Signals (nice, but not mandatory)
- You’ll likely feel right at home if you’ve previously worked as a:
- Onboarding Analyst / KYB Analyst in a UK fintech environment
- Enhanced Due Diligence (EDD) analyst with customer contact
- SME onboarding specialist (especially for business accounts)
- Payments or banking compliance analyst with strong CX exposure**
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
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