Member Services Representative

1 week ago

StratforduponAvon, Warwickshire, United Kingdom London Community Credit Union Full time
General

Ensure all members receive excellent cashier service at till; help with queries, concerns, sales or complaints face to face. (Also on occasion via telephone).

Detailed Responsibilities

  • To receive all deposits and loan repayments from members and to disburse all cash and cheque payments upon request. Process cheques received and requested by members. Correctly record all credits and debits in members' passbooks. Accurately balance cash and cheque transactions daily.
  • Open accounts for new members and inform them about the range of products and services available. Assist members with queries related to deposits, withdrawals, loan repayments. Update member profiles by processing of all relevant forms to the database.
  • Promote all LCCU products to existing and new members.
  • Accurate data entry on inhouse system 'Curtains'; namely, process savings, deposits, withdrawals & Loans
  • Manage members' personal details in accordance with the Data Protection Act.
  • Adhere to established systems and operational procedures with regards to the disclosure of confidential information and protection of personal and sensitive member information
  • Keep the front office clean and tidy so as to project a favourable image of the Credit Union.
  • Develop and maintain a thorough knowledge of all relevant services, systems and procedures.
  • Ensure branch filing is up to date.
  • Keep own training needs under review and relay to the line manager.
  • Any other related duties that may be reasonably assigned from time to time.

FINANCIAL TRANSACTIONS
To manage own cash transactions to a high standard of accuracy.

Assist members with queries related to deposits, withdrawals, loan repayments and passbooks.

Ability to train and supervise new staff and carry out branch security procedures.

MARKETING/PROMOTION

Contribute towards marketing efforts in respect of calls, SMSs and in-branch literature.

Keep the front office clean and tidy so as to project a favourable image of the Credit Union.

Contribute to branch targets for membership, savings, loans and CUCA and to achieve these goals.

BANKING SERVICES
Promotion of the Credit Union and its Banking services to all existing and potential members.

Be conversant with and promote the Credit Union Current Account (CUCA) and other services.

Update information on the database by completing and processing all relevant forms and data.

Answer all queries related to the products and services.

Take instructions from members regarding standing order or direct debits.

Comply with all security guidelines and data protection regulations

Inform members about the proper use of the Current Account so as to avoid them incurring excessive fees and charges

Ensure that all staff are able to amend personal information on the database correctly.

Encourage members to use online and telephone banking services.

MEMBER/CUSTOMER RELATIONS

Serve as a direct point of contact for customers and staff

Provide a positive image of the organisation in all dealings with members and the public.

Deal with any member complaints and escalate to the branch manager if required.

Complete the opening of new accounts with members informed about the range of products available.

Ensure all customers receive excellent service and help with queries, concerns or complaints.

Interact with prospective customers to promote the Credit Union and its products/services.

Advise members on the benefits of regular saving and importance of prompt loan repayments.

Develop and assist in training new staff and volunteers

Ensure all electronic and hard copies of records are promptly, accurately and securely filed.

Adhere to established systems and operational procedures with regards to the disclosure of confidential member information.

LOANS
Assist branch manager in the promotion of loans to members,

Keep members informed of the loan process.

Assist with any queries / complaints / ad hoc tasks.

ESSENTIAL COMPETENCIES:

A
minimum of two years' experience as a direct point of contact for customers in financial services or similar _
and_ cash handling/till balancing experience.

Familiarity with the promotion and delivery of financial products or services. Effective IT skills.

NICE TO HAVE COMPTETENCIES:
Knowledge and understanding of sales. Knowledge of credit union products and services.

PERSONAL SPECIFICATION:

Must be flexible and willing to work according to the needs of the service which is to provide ethical banking products.

Minimum of 2 years' experiences in financial services or similar role. Willing to undertake professional training. Able and willing to work alternate Saturdays.

London Community Credit Union provides excellent opportunities for career progression and advancement.

We are mutually owned and managed by our members; we don't exist to simply make profits for shareholders, like High Street banks.

We believe in ethical banking and focus on providing the best possible service t

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