Member Services Officer (18 views)

Manchester
January 24, 2025

We are looking for an exceptional individual to join our fantastic staff team as a Member Services Officer. 

Initially the post is a 12-month fixed term contract for maternity cover, however we hope to be able to make the role permanent thereafter. 

It is an exciting time to join the credit union as we embark on a major rebrand and pursue growth through a concerted marketing campaign aimed at broadening our audience and extending our reach. 

Credit union services are more relevant than ever as the effect of increased interest rates and rising prices has put many working households under financial pressure.  Our combination of affordable and flexible loans and savings products focussed on making saving as easy as possible is all about building financial wellbeing and resilience.

If working in a friendly and supportive environment where we’re all about helping people build strong finances, cut down on debt and build savings appeals to you then look no further.

If you are someone who takes pride in providing quality customer service, enjoys the challenge of a fast paced, changing environment, is comfortable working with computer software and has a meticulous attention to detail then we want to hear from you. 

We offer flexible working arrangements with hybrid and home working, competitive pay and pension contributions and the potential to build a career in an ambitious, growing company. 

If you would like to discuss the role informally, please drop us a line at feedback@co-operativecreditunion.coop

We aim to hold interviews in the week commencing 17 February and we hope the successful candidate will be able to join the team from early March.

                                              

JOB DESCRIPTION                                                 

Role Name
Member Services Officer (maternity cover)

Key Focus/Role Purpose
The provision of services to credit union members with a particular focus on the following: Customer service – responding to member enquiries across a range of communication channels.Member account maintenanceProcessing membership applicationsProcessing loan applicationsGeneral office duties & administration

Reports To
Operations Manager

Salary
Starting at £23,000

Pension
5% employer contribution conditional on 5% employee contribution

Hours
Full time: 35 Hours Monday – Friday  

Location
The Co-op Credit Union, 1 Angel Square, Manchester, M60 0AG   Hybrid working policy: largely home working with some expectation of working from office and option to work more in office if preferred

Contract
Initial 12 month maternity cover contract – potential to become permanent depending on success and business performance

Key Activities & Behaviours

  1. Process loan applications
  2. Process membership applications
  3. Respond to membership and general enquiries across a range of communications channels, providing accurate explanations of products and services  
  4. Set up member payments accurately, including payroll deduction, recurring card payments and direct debits
  5. Process member account transactions, keeping accurate records
  6. Carry out administrative duties as required.
  7. Carry out all activities in a timely and accurate manner, adhering to credit union policies, procedures and regulatory requirements.
  8. Observe and uphold the best principles of customer care maintaining the credit union’s high standards of member satisfaction.
  9. Observe and uphold equal opportunities at all times
  10. Undertake such other duties and responsibilities as are commensurate with the post.

Key Knowledge, Skills and Experience

Essential

  • Strong customer service and interpersonal skills
  • Effective verbal and written communication with people from a range of backgrounds
  • Confident using a range of IT systems, e.g. Microsoft Office
  • Excellent keyboard skills
  • Ability to organise and prioritise own workload
  • Ability to work co-operatively as part of a team.
  • Experience of working in a customer service environment.
  • Experience of accurately inputting information into databases and application processing.
  • Experience of logging and tracking customer enquiries.
  • Good literacy and numeracy skills

Desirable

  • Knowledge and understanding of credit unions and their objectives.
  • Experience of working in a financial services or banking environment, in particular lending

The following personal qualities are essential:

  • Attention to detail
  • Empathy for team members and customers
  • Friendly, polite and courteous
  • Excellent time keeping and reliability
  • Ability to work under pressure
  • Strong sense of when to seek management guidance