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Member Representative

4 months ago

Saffron Walden, United Kingdom Saffron Building Society Full time

**Location**: Saffron Walden
- **Salary**: £20,300
- **Vacancy type**: Permanent
- **Hours of work**: 23 hours per week
- **Date posted**: 12/04/2023
- **Closing date**: 12/05/2023

**About us**:
We all know happiness comes from within. And it’s no different with Money Happiness. It starts right here At Saffron BS we’re ready to build it, inspire it and celebrate it with our members, people and communities.

So whatever that ‘happy’ is - from picking up the keys, to saving for that big day - we’re here with open arms, curious minds and the kettle on. Ready to cheer our members on when they’re winning, or build them back up when things haven’t gone to plan. And why? Because that’s what families do.

For us, this is much more than a job. We’re here to make things better, roll up our sleeves and think what’s next to rebuild. Our people are the beating heart of Saffron and it takes each and every one of us to provide the service we’re proud of.

So bring you Your energy, an abundance of team spirit and your hunger to help.

Together we are building happy.

**The role**:
As a Member Representative you will act as first point of contact for customers over multiple channels, delivering a high level of customer service whilst adhering to quality assurance and operational standards.

Undertaking end to end Member transactions and administration that results in service that stands out for all Members.

You will provide key support to the team in undertaking end to end Member transactions and administration that results in service that stands out for all Members.

**Key responsibilities (not limited to)**:

- Providing a high level of customer service and demonstrating confidence in talking to customers about savings, mortgages, and general enquiries across all communication channels.
- Adding value to the customer and SBS by achieving first contact resolution
- Ensuring delivery of customer service standards within agreed time frames
- Complying with defined processes to ensure regulatory, audit and compliance standards are met
- Improving the customer journey by achieving excellent, efficiency
- Error free management of customer’s transactions and administration
- Ensuring transactions are accurate and carried out in accordance with Policy and Procedures
- Delivering and succeeding the provision of an end-to-end administration service to all customers
- Assisting towards team measures including but not limited to the booking of Financial Wellbeing Reviews and referrals to third party partners
- Identifying, managing and taking full ownership of complaints in accordance with the Society’s Complaint Handling Policy and Procedures
- Identifying any potential or actual customer vulnerability throughout interactions
- Developing and maintaining knowledge about all Saffron products and third party services
- Maximising customer satisfaction with Money Happiness for our customers front of mind
- Adhering to all relevant regulation
- Carrying out all transaction types over all available customer channels for all account types
- Adhering to service standards, including but not limited to customer satisfaction and service level agreements
- Responding to out of hours call outs and premises related issues where required
- Being part of the legacy for our communities and engaging in the activities with your team and the Society
- Willing to challenge yourself and others
- Building a service, we believe in and are proud of

**About you**:

- Respectful and kind; the way we treat each other sets the tone for how we treat our members
- Excellent verbal and written communication skills (core)
- Self-motivated (core)
- Able to work independently and part of a team (core)
- Ability to manage multiple priorities (core)
- Identifying opportunities (specialist)
- Intermediate knowledge of Microsoft software (core)
- Excellent knowledge of financial products and services (specialist)
- Complaint handling (specialist)
- Identifying vulnerable customers (specialist)

**Rewards & benefits**:

- Performance Related Recognition Scheme
- Annual Bonus
- Pension 5% Employee and 8.5% Employer
- Physical, Mental and Financial Wellbeing support
- Life Assurance & Income Protection
- Holiday Exchange

and lots more.please get in touch to find out more

At Saffron, we are committed to building happy; for our communities, members and each other. We do this through attracting and building a diverse group of talent and encouraging an inclusive environment which fosters a sense of belonging for all. We hire the best people, and have a collaborative culture where everybody’s uniqueness is celebrated and respected. We recognise the strength in having a diverse workforce; adding different perspectives, ideas and values. We are inspired to leave a legacy for our communities and each other.