Member Services Officer

About us

We are a professional, collaborative and transparent organisation.

Our work environment includes:

• Modern office setting
• Work-from-home days
• On-the-job training
• Safe work environment

Here at Serve and Protect Credit Union (trading name of Police Credit Union Ltd), we strive to develop a 'one team' organisational culture whereby service excellence is the focus of everything we do - establishing clear values and behaviours which help support the continual growth and long term sustainability of our organisation.

Responsibilities:

We are looking for the someone with the following attributes:

- You are self-motivated and well organised

- You are resourceful and able to think clearly in a busy environment

- You have the ability to multi-task and can work well on your own initiative

- You have a good work ethic

- You have great communication skills

- You are a good listener with a willingness to help people

- You love the idea of working in a team

Responsibilities include:

Responsible for meeting the needs of our members in a polite, respectful and efficient manner ensuring their first impression of the Credit Union is first-class

Meeting KPIs and targets set for you by the Finance & Operations Manager

Responsible for keeping emails up to date and replying to our members promptly

Responsible for setting up new members in a timely manner

Ensuring details are accurate when setting up accounts and updating existing members records

Accurately filing electronic and hard copy documents

Dealing with incoming post and circulating to the relevant departments

Ensuring outgoing post is sent daily

Handling member account closures

Setting up direct debits

Taking Debit Card payments from our members

Carrying out reporting and updating accounts upon review of report, e.g. New Member, Youngster, Dormant Accounts

You will undertake regular training and be knowledgeable about all products and services

Promote the Credit Union products and services to our members and potential membership

Promote the Credit Union products and services to our members and potential membership

Have an understanding of the Credit Union policies and procedures

Comply with data protection legislation and to maintain strict confidentiality and security in dealing with all information relating to the Credit Union and its members, in accordance with policies and procedures

To work to the policies and procedures including relevant legislation and guidelines set down by the Credit Union, the Financial Conduct Authority, TCF principles, the Consumer Credit Trade Association the Financial Ombudsman Service & the Data Protection Act 1998 and any other appropriate service standards

Assist with training new members of staff

You will be expected to work effectively with other departments in order to make a positive contribution to the work of the Credit Union

Undertake additional training as and when required.

Positively contribute to the culture of the Credit Union

Any other duties that may reasonably be requested by the Credit Union

The Required Experience?

· A minimum of 1 years’ experience in a customer service role.

· A minimum of 1 years’ experience in a customer orientated environment

· Proficient in MS Office

Job Types: Full-time, Permanent

Salary: £19,866.00-£23,094.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Company pension
• Sick pay
• Store discount

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

COVID-19 considerations:
All areas are cleaned daily.

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer Service: 1 year (required)
• Office Administration: 1 year (preferred)

Work Location: Hybrid remote in Birmingham, B26 3EA

Application deadline: 09/06/2023
Reference ID: MSO/MAY2023