Member Service Advisor

Job Title: Member Service Advisor

Working Hours: Part time/Full Time

Location: Cardiff Branch with requirement to work in Barry as required

Job Purpose: To be responsible for providing effective and member focused administration services.

This includes:

• A commitment to improving the financial wellbeing of our members.

• Demonstrating the Credit Union’s Equal Opportunities, Health & Safety, and Customer Service standards in all activities.

• Ensuring the activities of the Credit Union are carried out to the highest standards of integrity and professionalism in accordance with all relevant legislation.

Key Responsibilities:

1. To be responsible for the implementation of Cardiff & Vale Credit Union’s policies and procedures, in compliance with relevant regulations and legislation.

2. To implement a range of daily administration duties, data processing and bank tasks to ensure the effective performance of the organisation and to provide an approachable and proactive reception service. Dealing with members queries and accounts efficiently and in a timely manner as and when required.

3. To provide appropriate advice and assistance in response to a range of enquiries from members, visitors, staff, and the public, in person, by telephone, email or letter

4. To ensure the provision of appropriate advice on income maximisation and benefit entitlement for members, assisting members to maximise their opportunities of accessing and successfully repaying affordable loans wherever possible. 2

5. To work in partnership with other relevant bodies, key partners and colleagues of the Credit Union to achieve organisational objectives, developing and maintaining effective referral systems with a range of advice and support agencies, to assist members and promote financial capability and inclusion and support the services provided by the Credit Union.

6. To be responsible for data security and systems management.

7. To promote a range of community and employer loan promotions, to effectively increase our loan portfolio.

8. To develop and maintain systems for monitoring the effectiveness of services and the achievement of loans profiling, service standards and performance targets.

9. To data process member accounts and financial records.

10.To carry out any other duties as directed by your Line Manager in furtherance of the Credit Union and individual objectives and policies.

General Responsibilities:

1. To be responsible for your own Health and Safety and observe all regulations in relation to the Health and Safety at Work Act.

2. Act with fairness in dealing with all members, directors, staff and volunteers, complying with the Credit Unions Equal Opportunities Policy.

3. To be responsible in following the Data Protection Act and Money Laundering regulations in dealing with members’ information.

4. As a term of your employment, you will be a representative of the Credit Union and you may be required to undertake additional tasks, duties and responsibilities within your capabilities and may be asked to undertake an alternative job on a temporary basis. However, you will not ordinarily be assigned to duties or required to perform services which you cannot reasonably perform or are outside the range of your normal skills and experience. This will be at your initial place of work or based at any other establishment.

Knowledge / Skills / Experience

Essential

• Relevant experience and knowledge within a customer service, credit union, banking or similar financial environment.

• Demonstrate Sound decision-making skills and the ability to make judgements and decisions on often complex cases.

• Ability to work on own initiative and problem solve.

• Excellent communication skills.

• A good level of education, including strong numeracy and written English skills.

• Ability to work outside of normal working hours at peak times.

• Ability to effectively manage workload and meet deadlines in a busy environment.

• Strong IT skills and ability to use a range of software packages.

• Experience of developing and maintaining effective customer focused contact arrangements.

• An understanding and commitment to the principles and values of the organisation.

Desirable

• Relevant experience of loan application administration, decision making, and working within a credit union environment.

Competencies (Behaviours which the role holder must demonstrate to be successful in the role)

Communication

• Ability to communicate at all levels, in a way that positively reflects the Credit Union, expressing ideas and decisions in an open, appropriate and confident manner.

• Ability to remain calm and assertive in challenging situations.

Ethical behaviour

• Deals sensitively and appropriately with members and applicants in an honest, supportive and ethical way.

• Makes loan application decisions based on relevant factors of an ability to repay and credit history and upholds the requirements for confidentiality in all aspects of work and avoids discriminatory or non-relevant factors in decision making.

Change Orientation

• Able to support and implement cultural and operational change. Demonstrates a positive attitude, proposing and supporting change initiatives to improve services and support to our members.

Business Awareness

• Appropriately challenges and questions the status quo in order to identify ways of improving services and performance.

• Pro-actively looks for ways to grow the loan book and membership base effectively.

Innovation

• Innovative and imaginative in approach; takes allowable and responsible risks.

Customer Focus

• Strong understanding of meeting the needs of members, achieving and sustaining customer satisfaction.

• Maintain effective working relationships with colleagues and partners.

• Maintain the team standards for customer services and team working.

Achievement Orientation

• Strives for excellence, managing workload and priorities to meet targets and promote continuous growth.

Values

Member Focus

• Fair and consistent in dealings with colleagues and members, striving for excellence in all aspects of customer service.

• Pays due regard to the interest of customers (members) and treats them fairly

Accountable

• Acts with due skill, care and due diligence in all situations Innovative

• Encourages new approaches and creative solutions to exceed standards and achieve service excellence.

Respectful

• Recognises and respects the needs and values of others; respectful and caring in dealings with members and colleagues.

• Values diversity.

• Upholds confidentiality standards at all times.

Ethical

• Passionate and committed to the aims and ethos of the Credit Union.

• Promotes the values and principles of responsible savings and lending to members.

• Observes proper standards of market conduct.

• Acts with integrity at all times

Trustworthy

• Builds trust by being open, honest and transparent in all interactions.

• Open and co-operative with all regulators, including the Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA)