Customer Services Officer
Manchester Credit Union (MCU) is a financial services co-operative providing fair and affordable financial services for anyone living or working in the MCU common bond. MCU is owned and controlled by its members and exists solely to provide services for the benefit of its members and potential members.
It is the role of our Customer Servicesv Officers to deliver both quality customer service and communications to members and stakeholders and to identify process improvement changes that deliver business and/or member benefits
Act as first point of contact for all members and potential members
Take calls from members and ensure they are dealt with effectively and efficiently
Ensure member information is kept confidential and not divulged to inappropriate parties or left for others to see
Carry out day to day activities and respond to them in a way that supports the values of MCU and provides an excellent service to members.
Develop and maintain an understanding of all credit union products, services and understand how to provide solutions to improve customer service, day to day activities, communication and methods and sales performance
Understand how to provide advice and guidance and also to find solutions which meet member needs, referring to more senior/specialist staff when appropriate or necessary.
Produce documentation that is accurate and on time to support the service to members, stakeholders and partners in line with the quality standards set by the Credit Union.
Process queries from members, stakeholders and partners in an efficient and timely manner.
Ensure all member transactions are recorded accurately in an organised and timely manner - including updating all computer-based records - to maintain and improve the integrity of the information. Maintain and operate filing and other record systems in accordance with the relevant procedures and controls
Process all post, e mails and application forms from members in an organised and timely manner, and ensure that the information passes to colleagues responsible for these activities.
Support the work of team providing appropriate help, guidance and advice to less experienced staff, and to act as a flexible resource across other branches.
Organise own work, in line with standards and deadlines set.
Ensure all work is carried out in line with internal guidelines and any FSA requirements.
Ensure compliance with Health and Safety regulations at all times.
Ensure high level of attention to detail in decision making on loans in terms of quality of loans and ability of customer to repay, including details of income and expenditure, using own experience and general knowledge to make a judgement on the information provided on the application form.
Ensure fully up to date with loan and interest rate policy when processing loans, and be familiar with FCA/PRA regulations regarding loan limits.
Decision making on loan should be in line with policy and limited liability of £1,000.
Ensure the Credit Union is protected at all times by minimising risks and ensuring members’ money is protected.
Ensure all cash is balanced accurately at the end of each day and banked in accordance with set procedures.
Maintain a fully up to date knowledge of all CU products and services
Provide cover and support to other teams where necessary