Member Services Officer - Part Time

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. Monday - Friday 10am - 2pm

· 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