The Member Services Team has several disciplines including member services, finance, and business development.
The Member Services Officer position is a critical position in the delivery of a range of quality services to our member/owners of the Credit Union. You will be on the front-line providing excellent member care through a range of duties.
Major Tasks/Job Activities
Under the direction of the Member Services Manager, the postholder will:
· Process loans, this involves supporting the loans team and logging loans over the phone.
· Assist in answering written, telephone and face-to-face enquiries of members, such as explaining services and disclosing account information, all within Members Service standards.
· Process enquires quickly and efficiently from CCU mobile app, Online and emails on HubSpot.
· Open New Membership and saving accounts in accordance with regulation.
· Process closure requests and dormant accounts in accordance with service standards.
· Assist in the upkeep of all computerised transactions.
· Handle incoming and outgoing mail, and sorting mail accordingly including the receipt of cheques.
· Assist in the preparation of data for reports.
· Ensure members' personal business is carried out in a confidential and courteous manner.
· Filing using manual and electronic means.
· Process Member Death Benefit, Loan protection claims.
Responsible for
· This post has no responsibility for other staff.
Supervision Received
· The post holder will be in regular contact with the Member Services Manager but will be expected to work on own initiative and expected to deal with day-to-day problems as they arise.
Decisions made during the Job.
· Prioritising of daily tasks within guidelines as agreed with Manager.
· Decisions related to presentation of written documents.
· Dealing tactfully with enquiries and advising members as appropriate, referring queries to senior staff.
· Decisions related to onboarding new members according to established guidelines.
Contacts
· Staff of support and servicing organisations eg bank, pay control and computer technical staff for regular and routine purposes.
· Members, potential members, Representatives and Credit Union officers in servicing the Credit Union.
· Officials and staff of Credit Union organisations, e.g. other Credit Unions, ABCUL, CUNA Mutual Insurance Society, WOCCU, CUES and Lothian Chapter.
Complexity
· The post holder needs to develop an understanding of the workings of a Credit Union to deal effectively with members' enquiries.
· This will require an appreciation of the various criteria for approving and issuing loans.
· A basic understanding of the legislation affecting Credit Union procedures. (Training will be given on these aspects of the post).
Hours of Work
· The normal working hours are 20 hours per week.
· Salary £24,750 per annum (FTE), pro rata for 20 hours per week.
Experience
Customer Service: 3 years (required)
Pay: £13,655.00 per year
Benefits:
- Company pension
- Sick pay
- Work from home
Ability to commute/relocate:
- Edinburgh EH7 4JG: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 3 years (required)
Work Location: In person
