Job Description

As a Member Support Officer, you will provide a compliant and member-centric service across the Society's different communication channels - postal, telephony and digital.

You will support the delivery of accurate and timely account administration whilst providing a personal and efficient service. You will also provide centralised oversight and control, ensuring that customers adhere to their account terms and monitor transactions and product compliance

Responsibilities and Duties

Provide outstanding customer service by confidently engaging with Members and prospective Members across all communication channels. Open postal or online accounts competently demonstrating the highest level of accuracy. Complete online savings administration, including responding to member messages in a timely manner. Interact professionally with members when taking inbound calls. Build detailed knowledge of savings products and services to meet customer needs effectively. Produce accurate savings administration including, but not limited to: ISA transfers, dormancy processes lost passbook registrations, ad-hoc tax statements, regular saver communication and account maturities. Support process improvements and savings administration duties to enhance the Customer Journey. Check anomaly reports and take the necessary corrective action where appropriate. Complete online savings, and rate change testing. Manage Member requests such as changes of address or name if received online or via post. Manage daily banking effectively, including monitoring and actioning reports and suspense. Embrace change by contributing new ideas and collaborating with colleagues across departments. Identify and safeguard against customer vulnerabilities during interactions to prevent potential harm. Manage POA, COP, probate and statutory declarations with accuracy and care when received online or via post.
Please note that this role is hybrid, with Stafford-based office working required 3 days each week.

To be successful, you must be able to demonstrate:

Very good level of proficiency with Office applications (particularly Word, Excel) Strong administrative skills Good communication skills Accuracy and attention to detail Customer-service orientation
Desirable but not essential:

Knowledge of savings administration or working within a regulated environment/ working knowledge of relevant financial services regulation and compliance obligations Awareness of account types and products (online savings, ISA accounts, transfers, joint accounts, etc.)
Job Types: Full-time, Permanent

Pay: From 26,250.00 per year

Benefits:

Casual dress Company events Company pension Enhanced maternity leave Enhanced paternity leave Free flu jabs Health & wellbeing programme Life insurance Paid volunteer time Private dental insurance Private medical insurance Sick pay Work from home
Work Location: Hybrid remote in Stafford ST16 2JH