Member Services Officer
Salary
£26,227 p.a.
37.5 hours per week
Usually 9am – 5pm
Location
187 Fog Lane, Burnage
Responsible to
CEO
Interacts with
Staff, Members, Directors, IT Supplier team, Stakeholders, General Public
This is an opportunity to work for a community credit union focused on the financial needs of members and potential new members.
Previous experience is not required although customer service experience will be useful. On the job training and mentoring will be provided This is an entry level role and would suit a candidate looking for a new direction.
This is a full time role paid at £26,227 p.a. and based at Fog Lane within our team of ten staff.
If you are a people person, well organised and want to work somewhere you can make a difference , this could be the job for you .
To apply, send your CV and covering letter to our CEO Sheenagh Young . Or get in touch to find out more. sheenagh@smcreditunion.co.uk
We are accepting applications on a rolling basis and are looking for someone who can start soon.
Position Description
This is an outward facing role with responsibility for providing credit union services through all channels; messaging, phone, e-mail, post, website and face-to-face.
Primary Objective
The Member Services Officer carries out a wide range of duties to support the effective and efficient operation of the Credit Union. These include handling loan enquiries, member data collection, share withdrawals and loan tracking and assessment.
On a day to day level, these duties will be carried out on a rota basis, as directed by the Member Services & Lending Team Lead. Each Member Services Officer will have a balance of duties as required by the current organisational needs. This balance will change from time to time to enable development of staff ability and business improvement.
Member Services
- Respond to member service needs through all channels to agreed service standards.
- Coach members to increase their financial capability.
- Ensure accurate and timely transaction processing in accordance with the rules, policies and procedures of the Credit Union.
- Fulfil End of Day routines regarding cash handling, outgoing post and completing member. transactions. On occasion go to the post office with other colleagues to bank cash.
- Take good care of paperwork and member data in line with data protection legislation.
- Attend regular staff meetings.
- Keep clear workflows and good team communication.
- Produce statistics as required by the organisation.
- Attend training and development opportunities.
- Work alongside other staff, volunteers and directors to achieve required tasks.
- Provide administrative support to management or the board of directors as required.
- Provide cover for other credit union staff in their absence.
Loans
- Provide accurate information regarding loan enquiries including careful receipt of loan enquiry and consistent response with appropriate information.
- Process member loan applications including receipt, credit check, affordability assessment and tracking through to disbursement. Assess applications accurately in line with current policy and procedures.
- Identify loan applications requiring additional input from supervisor.
- Maintain straightforward and consistent member communication during loan tracking.
- Conduct face-to-face and phone loan interviews as required.
- Ensure a complete document trail is maintained.
Requirements
Competency
English language – written and spoken.
General skills
Keep calm under pressure. Good communication. Respect all people. Good team working. Work in tune with credit union values.
Above average skills
Numeracy, people skills, emotional intelligence
Specific knowledge
Digital skills – Word, Excel, Outlook Diary management. Operating in Customer Management software eg, CURTAINS by Sercle .
Demonstrated ability
Strong skills in prioritisation and flexibility. Commitment to excellence. Self motivation and self management. Tact and discretion. Understanding of what makes an effective and well run credit union. Ability to work under pressure and meet deadlines.
- Willingness to be trained is important.
- Undergo a credit check and DBS check
Education and Experience
- Specific qualifications not required. Minimum GCSE standard in Maths and English.
- Experience working under own initiative.
Physical Demands
- Desk based role, use of telephone, use of display screen equipment, talking, listening, and interaction with people experiencing high levels of stress.
Work Environment
- Office environment with access from general public when the front desk is open.
Main duties and responsibilities for all staff
- Fulfil role in a way which is in keeping with our Credit Union values
- Support the achievement of our Credit Union objectives
- Treat all members fairly and with respect
- Maintain a calm, professional and friendly manner
- Adhere to our Credit Union Confidentiality Pledge
- Follow our Tone of Voice Guide in all communications
- Follow our Credit Union rules, policies and procedures in all work
- Proactively contribute to continuous improvement
- Assist in investigating and correcting errors, complaints, mispostings or similar
- Take responsibility for own work
- Keep skills up to date and attend training and development opportunities
- Work alongside other staff, volunteers and directors to achieve required tasks
- Attend staff meetings
- Keep clear work flows and good team communication
- Provide cover for other Credit Union staff in their absence
- Produce statistics as required by the organisation
- Take pride in delivery of a high standard of work without unnecessary support
This job description is intended to convey information essential to understanding the scope of the job, the general nature and level of work performed by job holders within this job. It is not intended to be an exhaustive list of qualifications, skills, duties, responsibilities or working conditions associated with the position.
Vision, Mission and Values
Our Vision
To run a community credit union which is a significant asset to the people and the economy of South Manchester.
Our Mission
To provide a secure and professional service which encourages savings and offers loans to members. We are different because we:
- Run the credit union ourselves for everyone in our community
- Keep local money within our local economy
- Reach out to the people who need us most
- Work with financially vulnerable people to find financial wellbeing
- Focus particularly on our young people
- Behave in a welcoming and ethical way
Our Values
Must inspire the commitment of time and energy. They are our beliefs about what is important:
- Power
- Safe
- Wellbeing
- Strength
