Who are we?
Great Western Credit Union (GWCU) is a mission-led, member-owned co-operative offering ethical financial services across the South West. We exist to help people and neighbourhoods become better off by working together to provide fair, affordable loans and accessible savings.
Our focus is on delivering financial services in a way that’s fair, inclusive, and strengthens the communities we serve. Everything we do is about creating positive change for our members and the wider community.
Our values
At GWCU, our values guide everything we do – from how we treat our members, to how we work together as a team:
- We champion – with optimism, fair access to finance, development of community finance, sustainable business and socially responsible goals to make people and communities better off
- We care – about our members, fair affordable finance, accessibility and delivering excellence
- We are community – we do the responsible thing & we advocate diversity and inclusion
- We are curious – about our changing world and use that curiosity to build knowledge and understanding to support our members more effectively in a digital first world, listening to feedback and using data
What’s this job all about?
The Loan Administrator plays an important role within our Onboarding Team, supporting the efficient processing of loan applications and helping members through the early stages of their journey with GWCU.
You'll gather and verify information, ensure applications are accurate and complete, and follow established lending procedures to support timely decision-making.
This role combines administration, attention to detail and customer service. You'll spend time reviewing information, communicating with members and working closely with colleagues to ensure applications progress smoothly.
Most importantly, you'll help deliver a positive experience for members, many of whom may be applying for credit during challenging circumstances.
What you'll be doing
Processing Loan Applications
- Accurately capture application information on GWCU systems
- Review applications and supporting documents to ensure they are complete and meet required standards
- Verify information provided by applicants using established procedures
- Follow defined lending procedures, guidance and decision trees
- Escalate applications outside agreed parameters to appropriate colleagues
- Maintain accurate records and audit trails
Supporting Members
- Contact members when additional information or documentation is required
- Support members with enquiries relating to their applications
- Provide clear, professional and timely communication throughout the onboarding journey
- Ensure all interactions are helpful, respectful and aligned with GWCU values
Maintaining Accuracy and Compliance
- Follow all relevant policies, procedures and regulatory requirements
- Handle information securely, accurately and confidentially
- Identify discrepancies, concerns or risks and escalate appropriately
- Support the team in maintaining quality standards and service levels
Supporting the Team
- Carry out general administrative tasks relating to member onboarding
- Work collaboratively with colleagues across GWCU
- Contribute ideas that improve processes and enhance member experience
- Support a positive, inclusive and high-performing team culture
Would this role suit you?
We'd love to hear from you if you:
- Have excellent attention to detail
- Enjoy working with data, systems and processes
- Are organised and able to manage competing priorities
- Communicate confidently and professionally
- Take pride in delivering excellent customer service
- Work well independently and as part of a team
- Are keen to learn and continuously improve
- Share our commitment to supporting people and communities
Essential Skills and Experience
- Strong attention to detail
- Good organisational and administrative skills
- Excellent written and verbal communication skills
- Confidence using computer systems and Microsoft Office applications
- Ability to follow processes and procedures consistently
- Good customer service skills
- Ability to prioritise workload effectively
- Basic numeracy skills
- Ability to work effectively as part of a team
We're especially interested in hearing from you if you have
- Experience in an administrative role
- Experience working in financial services, banking or another regulated environment
- Experience processing applications or customer information
- An understanding of financial inclusion, community finance or the co-operative sector
Don't worry if you don't meet every desirable requirement. If you're excited about the role and believe you can make a positive contribution, we'd encourage you to apply.
How we work
We know people perform at their best when they can balance work with the rest of their lives.
That's why we offer:
- Flexible working arrangements and welcome conversations about flexibility
- Hybrid working following initial training and onboarding
- A supportive and collaborative working environment
- Opportunities to contribute ideas and influence improvements
- Ongoing learning and development opportunities
What’s in it for you?
- 25 days holiday, rising to 27 after 2 years, and 30 after 5 – plus bank holidays
- Extra day off for your birthday
- Paid volunteering time
- Extra time off for low-carbon travel (Climate Perks)
- Option to buy/sell additional leave
- Private medical insurance & health cash plan
- Death-in-service (3x salary) & income protection (up to 2 years)
- Interest-free season ticket loan
- Cycle to work scheme
- Individual learning allowance
- 4% employer pension contribution
- Living Wage Foundation accredited employer
Inclusion matters to us
GWCU is committed to creating an inclusive workplace where everyone feels welcome, respected and able to thrive.
We encourage applications from people of all backgrounds and experiences, particularly those who reflect the diverse communities we serve. We are committed to making reasonable adjustments throughout the recruitment process and employment journey.
If you require any adjustments or support during the application process, please let us know.
Ready to apply?
If you're looking for a role where your organisational skills, attention to detail and commitment to excellent service can make a real difference, we'd love to hear from you.
Join us and help make people and neighbourhoods across the South West better off through working together.
Pay: £26,227.50 per year
Work Location: Hybrid remote in Bristol BS2 8QF
