Member Services Officer - Edinburgh, United Kingdom - Capital Credit Union

Capital Credit Union

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're a passionate and award-winning community-owned bank who prioritise members over profit.

At the heart of the East Scotland community we help people by getting them into the habit of saving or accessing affordable loans.

If joining a culture of growth and community impact sounds exciting, then we want to hear from you.

Position:
Member Service Officer (MSO)

Accountability:
Head of Member Services

Function:

The post holder will primarily answer calls from our members and will have the opportunity to assist all three departments in the provision of a range of services in the operation of the Credit Union.

The Member Services Officer role is a critical position in the delivery of a range of quality services to the members/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 Head of Member Services, the postholder will:

Assist in answering written, telephone and face-to-face enquiries from members, such as explaining services and disclosing account information, all within Members Service standards.
Process enquires quickly and efficiently from the CCU mobile app, online and via our shared mailbox.
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.

Responsible for

This post has no responsibility for other staff.

Supervision Received

The post holder will be in regular contact with the Team Leader and Head of Member Services but will be expected to work on own initiative and expected to deal with daytoday problems as they arise.

Decisions Made During the Job.

Prioritising of daily tasks within guidelines, as agreed with the Team Leader.
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 e.g., 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

Hours of work are 36.25 hours per week. Evening and weekend work may be required at times. Flexitime and hybrid working schemes in operation.

Commensurate with skills and experience.

Job Types: 1Full-time, 1 part time

Benefits:

Company pension
Flexitime

Schedule:

8 hour shift
Monday to Friday

Experience:

Customer Service: 3 years (required)

Job Types:
Full-time, Part-time

Part-time hours: 22 per week

Salary:
From £20,600.00 per year

Benefits: