Member Relationship Assistant

3 weeks ago


Charing Kent, United Kingdom MORRICE MACFEATE SEARCH & CONSULTANCY LTD TA MM Search Full time

MM Search are delighted to be working with Scottish Building Society on 2x Member Relationship Assistant roles, based in Edinburgh and Aberdeen. Do you have the right skills and experience for this role Read on to find out, and make your application. Role Purpose: To deliver an exceptional personalised service to our Members and Customers whether face-toface, over the phone or in writing. Our engagement with our members and customers is core to what we do and our Members Relationship Assistants are responsible for building these relationships through regular contact and increasing awareness of our service offering to support our ambition to the most admired and to delivery good outcomes for our members. Key Responsibilities: Service Provision of excellent customer service by being the first point of contact and delivering an exceptional Front of House Experience. Actioning customer queries and requests. Building relationships and finding solutions. Process transactions including opening of new accounts, making sure all due diligence is followed in line with regulatory requirements. Efficient Inbound call answering to meet Societys standards. Efficient Outbound calling to members as part of our Relationship strategy Continuous identification of service improvements both from own experience and from member feedback Being a Subject Matter Expert in those tasks aligned to each Centre of Excellence and support other colleagues with their knowledge. Accurate cash handling. Adherence to Relationship Centre security measures. Treat information with appropriate confidentiality and sensitivity. Actively promoting use of online service to members. Logging any customer complaints in line with the regulatory guidance and timescales and taking personal ownership for these and where required, forwarding to the relevant departments for investigation, proactive tracking of progress and relaying the outcome of the investigation to the customer and/or providing progress updates to the customer as appropriate. Account maintenance including transfers, cheque requests and Faster Payments, closing accounts and processing of Bond maturities. Power of attorney and deceased customers. Ensuring the relevant operating procedure manuals are reviewed in the first instance and updated as required and kept fit for purpose. Other General office duties. Dealing with incoming and outgoing mail Project work or testing as required. Participate in the training and mentoring of colleagues. Continuously develop and maintain your technical and professional knowledge and competence. This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract. Essential Experience: Some experience of working with external and/or internal customers to provide the highest quality of service experience Evidence of excellent verbal and written skills. TPBN1_UKTJ



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