Customer Experience & Onboarding Specialist

🧡 About ANNA Money

We’re ANNA — short for Absolutely No-Nonsense Admin.

We’re on a mission to make business life beautifully simple for freelancers, small businesses, and the self-employed. Our app is part business account, part admin assistant, and part cat (yes, we meow).

We take care of the boring financial stuff — invoicing, tax reminders, expense tracking — so our customers can focus on doing what they love.

Don’t let the cute branding fool you though. Behind the feline charm is a serious fintech, with sharp claws, bold ideas, and a team rewriting what business banking should feel like.

At ANNA, customer experience isn’t a box-ticking exercise.
It’s where trust is built, risks are weighed, and small businesses get their very first impression of who we are.

We’re looking for a Customer Experience & Onboarding Specialist who’s confident making real decisions, not just passing cases along- whether it’s troubleshooting a VAT filing connection or owning KYB/KYC journeys with empathy and accountability.

To be clear — this role isn’t a stepping stone into higher compliance. We’re looking for someone who will grow within and with our current Customer Experience and Onboarding teams. ANNA is growing rapidly this year — the right candidate will take advantage of the opportunities to support and drive change within the Onboarding and KYB function in the Customer Experience department.

😺 Our Personality

Think fintech — but make it fun.

We’re playful but professional. Smart but never snooty.
We care deeply about our customers, our craft, and our culture.

We believe great design matters, and that clever tech should reduce stress, not create it.

🚀 Why Join ANNA?

Because here, your judgement actually matters.

• You’ll work in a flat, self-organising structure where ownership is real, not theoretical
• You’ll be trusted to make decisions — and supported when things get tricky
• You’ll help small businesses feel confident, understood, and protected
• You’ll join a fast-growing fintech that loves bold ideas, curious minds, and people who care
  

(Bonus points if you like cats. Extra bonus points if a cat likes you.)

🧠 What You’ll Be Doing (aka: where you earn your whiskers)

This is not a high-volume, script-reading support role.
This is a judgement-heavy, ownership-driven Customer Experience role with partial onboarding focus.

Your primary role will be that of a Customer Experience Specialist. A portion of your time will be dedicated to supporting clients at different stages of their ANNA application.  

You’ll:

• 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

⚡️ The ‘Must Haves’

Here’s the requirements for the role, that you’ll need to succeed:

• 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
  

Experience from companies like:

• Digital banks,
• EMI providers,
• payment processors, or lenders
• B2B fintechs serving SMEs (especially VAT-registered businesses)
  

Benefits

🎁 What You Get From Us

• £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
  
  
  

🏡 Remote, But Never Distant

We love and support working from home, but we also believe that collaboration and teamwork are key! If you’re local to our Cardiff office, the team attends weekly office days, which you’ll join.
We also have offices in London, where you're always welcome to work if you live nearby.

⏰ Working Pattern

• Daytime support team
• Shifts between 7am – 10pm, Monday to Friday
• One weekend per month
  
  

💰 Salary

We’re offering a starting salary of £27,000 per annum for this role

If you’re an experienced KYB/KYC professional who wants real ownership, meaningful decision-making, and a role that blends compliance with humanity — we’d love to hear from you.

Apply now and help us make onboarding smarter, kinder, and a little more… ANNA 😺🚀

Interview Process

Our interview process consists of three exciting stages:

First, we invite you to complete your application - take a moment to answer some fun questions on the next page and don't forget to upload your CV!

Next up is the Video Submission - if your application shines, we'll send you a link to record a brief video answering a few engaging questions we have prepared.

Lastly, we'll connect in person - this final stage includes an in-person or virtual interview with our People Lead, where we can't wait to get to know you better!

Please note that due to a high level of demand in candidates for this role, we're unable to respond to individual emails or questions about the position. We hope that we've been thorough and transparent regarding the requirements and expectations of this role