Member Services Officer (MSO)
Reports to: Senior Member Services Officer
Role Purpose
The Member Services Officer (MSO) is the first point of contact for PCU members, delivering high-quality service across telephone, online, and face-to-face channels. The role supports members with enquiries, transactions, and applications relating to membership, savings, and loans, ensuring accuracy, compliance, and excellent customer care.
Key Responsibilities
- Respond to member enquiries regarding balances, transactions, statements, fees, and product information.
- Provide front desk service, including cash handling, daily balancing, and reception management.
- Open and close member accounts; update member details in SCION; maintain accurate member files.
- Assist members with completing forms and applications (accounts, loans, Direct Debits); review documents and prepare them for scanning.
- Process loan applications, verify supporting documents, and apply loans in SCION.
- Process Standing Orders when delegated.
- Act as first point of contact for complaints and follow the appropriate procedure.
- Maintain up-to-date knowledge of PCU products and services; promote offerings where appropriate.
- Comply with Money Laundering, data protection, and organisational policies.
Person SpecificationEssential Skills & Competencies
- Strong customer service skills with a professional, member-focused approach.
- Effective communication skills across face-to-face, telephone, and written channels.
- High accuracy and attention to detail in transactions and documentation.
- Good numeracy and confidence handling cash.
- Competent IT skills, including member systems and basic office software.
- Strong organisational skills and ability to prioritise workload.
- Problem-solving ability and sound judgement when dealing with member issues.
Experience
- Customer service experience in financial services, retail banking, or similar environment.
- Experience with cash handling, administrative processes, or data entry.
Knowledge
- Understanding of savings, loans, and membership processes (or willingness to learn).
- Awareness of AML, KYC, and compliance requirements (training provided).
- Knowledge of confidentiality and data protection standards.
Personal Qualities
- Approachable, professional, and member-focused.
- Reliable, punctual, and committed to service quality.
- Team-oriented with a positive attitude.
- Adaptable and comfortable in a busy, changing environment.
- Demonstrates integrity and discretion with sensitive information.
Pay: £16,900.00-£23,660.00 per year
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
