Member Services Advisor

Do you want to work for an organisation that really makes a difference to people's lives?

Leeds Credit Union is a financial cooperative with 37,000 members that provides straightforward, affordable financial services. As a mutual there are no shareholders so it is owned by its members and always has the interests of the members at the heart of everything it does. The credit union prides itself on providing members with the most appropriate services based on their circumstances. Our purpose is to be a sustainable, member-focused co-operative, assisting people including those struggling for acceptance by traditional financial institutions, to access financial products and services in a commercially viable way.

Our Member Services Advisors in our branches support our members by delivering the very best service, treating customers fairly, whilst spotting opportunities to generate sales leads and meet defined business targets and objectives.

We are looking for someone to join our team at Merrion House on a full time basis, working 35 hours per week, 8.45am until 4.15pm, Monday to Friday.

Key Accountabilities:

• Maintain high standards of member service and adhere to defined service levels.
• Adhere to all defined processes, ensuring ownership of cash bag and till balances.
• Accurately deliver and process cash transactions face to face with members
• Contribute to treasury and cash ordering management
• Support members with the completion of new membership forms and answering of queries.
• Process loan applications.
• Build relationships with the Members explaining and supporting them with the benefits of the Credit Union and the services offered.
• Support members in understanding the loans that we offer, supporting them in completing applications and collating the relevant documentation for underwriting to take place.
• Processing cash alternative options for members such as Post office Now, Cash Perks and Engage Card.
• Support with general branch administration and telephony services.
• Be vigilant in approach, continually identify potential risks i.e. Money Laundering and Fraud
• Seek to continually to update knowledge on all products and services i.e. Loan assessment, Savings, Dividends.
• Challenge existing practices and methods, proposing solutions to promote a high level of member service.
• Demonstrate the principals of Consumer Duty regulations.

Person Specifications:

Qualifications and Experience

• No formal qualification is required but a good standard of Maths and English is essential.
• Experience with financial services and money management is advantageous.
• Customer facing experience, handling queries and complaints is essential.
• Comfortable in using a range of databases and programs.

Qualities and Attitude:

• Self-motivated and calm under pressure with an ability to think outside the box.
• Eager to learn, taking initiative to develop own skills and knowledge to better serve members.
• Excellent communicator across all mediums.
• Strong eye for detail, ensuring time is taken to drive compliance in all transactions.
• Able to work solo and as part of a team.
• Confident in asking for feedback and advice.
• Resilient in nature, comfortable handling complaints and sourcing solutions.
• Strong interpersonal skills with the ability to build solid relationships with people from all walks of life.

Job Type: Full-time

Pay: £22,932 per annum

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Financial planning services
• Private medical insurance
• Sick pay

Schedule: Monday to Friday

Work Location: In person