A role for experienced Financial Case Handlers
This role is best suited to someone who already works with financial cases, affordability assessments, and lending decisions within a regulated financial services environment.
As a Loan Officer, you will review loan applications from NHS staff and their families, analysing bank statements, income and expenditure information, credit reports and financial behaviour to make responsible lending decisions.
You will be comfortable handling multiple cases at once, using several systems, and communicating with members through telephone, webchat and secure messaging to clarify information and guide them through the lending process.
This is not a general customer service role. We are looking for someone who enjoys understanding a Member’s situation, reviewing financial information carefully, and working with them to find lending solutions that support their financial wellbeing.
Our roles are fully office-based in Govan, Glasgow, where you will work as part of a collaborative lending team supporting NHS staff across the UK.
If you have experience assessing financial applications, reviewing bank statements, or working within a lending or underwriting environment, this could be an excellent opportunity to join a purpose-driven organisation making a real difference.
The Role
Full time salary: £25,035 (reviewed annually)
As a Loan Officer, you will support Members throughout the borrowing journey, ensuring applications are assessed responsibly and efficiently.
Your responsibilities will include:
- Assessing loan applications by reviewing bank statements, income and expenditure information, and credit reference data
- Identifying financial risks, affordability concerns and unusual spending patterns, escalating where required
- Processing loan applications and ensuring all lending documentation is complete, accurate and compliant
- Managing a caseload of applications while meeting agreed service standards and deadlines
- Undertaking credit reference and control checks and ensuring lending decisions meet regulatory expectations
- Maintaining accurate records across Member accounts and internal systems
- Supporting Members via telephone, webchat and secure messaging, helping them understand the lending process
- Providing support to Members experiencing financial difficulty and identifying appropriate assistance options
- Processing updates and changes to Member accounts
- Handling complaints in line with NHS Credit Union procedures
- Processing new membership applications and confirming eligibility and identification
- Supporting Members during the onboarding process and helping them access digital services
- Liaising with payroll providers to resolve payroll deduction queries
- Setting up and amending direct debit instructions
- Reconciling account discrepancies and gathering any outstanding documentation
Essential Skills & Experience
- Experience working within financial services in a case-handling, lending, underwriting or financial assessment role
- Experience reviewing bank statements, credit reports or income and expenditure information
- Strong attention to detail and ability to identify potential financial risks or red flags
- Experience communicating with customers through telephone, webchat or digital channels
- Confidence using multiple systems and financial databases
- Strong numeracy skills and ability to interpret financial information
- Ability to manage workload effectively and prioritise multiple cases
- Excellent written and verbal communication skills
- Ability to handle confidential information with integrity
Desirable Skills
- Experience assessing loan applications or affordability
- Experience within a credit union, banking or lending environment
- Understanding of responsible lending principles
- Knowledge of the Credit Union movement
Working with NHS Credit Union
Working with NHS Credit Union gives you the opportunity to support the incredible people across Healthcare Workers and their families who dedicate their lives to caring for others.
We are an ethical, member-owned financial co-operative with a clear mission: to promote financial wellbeing and a strong savings culture across the NHS, while helping to reduce financial stress for our Members.
Why Work With Us
Our roles are office-based in Glasgow, allowing you to be part of a close-knit and supportive team.
Working side-by-side allows our team to share knowledge quickly, support each other with complex cases and continuously improve the service we deliver to our Members.
You’ll be joining an organisation where your experience and judgement genuinely matter.
Benefits
We offer a competitive salary of £25,035 alongside a benefits package including:
- Enhanced contributory pension scheme
- Critical illness and life cover
- 35 days annual leave (including 8 public holidays)
Additional Information
This role is subject to vetting and must meet regulatory requirements under PRA, FCA, FOS, FSCS and AML regulations.
We are committed to equal opportunities. If you require any adjustments during the recruitment process, please let us know when applying.
Job Types: Full-time, Permanent
Pay: £25,035.00 per year
Benefits:
- Company pension
- Life insurance
- On-site parking
Application question(s):
- How many years of experience working in a financial services environment where you reviewed financial information such as bank statements, income and expenditure, or credit reports do you have?
- This role is fully office-based in Govan, Glasgow. Are you able to work from the office on a full-time basis?
Experience:
- assessing loan applications or reviewing affordability : 1 year (preferred)
Work Location: In person
Reference ID: MEO0822FT
