Member Relationship Assistant with Scottish Building Society

Job Description

Member Relationship Assistant with Scottish Building Society

• Provision of excellent customer service by being the first point of contact and delivering an exceptional Front of House Experience.
• Actioning customer queries and requests.
• Building relationships and finding solutions.
• Process transactions including opening of new accounts, making sure all due diligence is followed in line with regulatory requirements.
• Efficient Inbound call answering to meet Society’s standards.
• Efficient Outbound calling to members as part of our Relationship strategy
• Continuous identification of service improvements both from own experience and from member feedback
• Being a Subject Matter Expert in those tasks aligned to each Centre of Excellence and support other colleagues with their knowledge.
• Accurate cash handling.
• Adherence to Relationship Centre security measures.
• Treat information with appropriate confidentiality and sensitivity.
• Actively promoting use of online service to members.
• Logging any customer complaints in line with the regulatory guidance and timescales and taking personal ownership for these and where required, forwarding to the relevant departments for investigation, proactive tracking of progress and relaying the outcome of the investigation to the customer and/or providing progress updates to the customer as appropriate.
• Account maintenance including transfers, cheque requests and Faster Payments, closing accounts and processing of Bond maturities.
• Power of attorney and deceased customers.
• Ensuring the relevant operating procedure manuals are reviewed in the first instance and updated as required and kept fit for purpose.

General Duties

• Dealing with incoming and outgoing mail
• Project work or testing as required.
• Participate in the training and mentoring of colleagues.
• Continuously develop and maintain your technical and professional knowledge and competence

Skills or Qualifications required

Qualifications:

• Preferably educated to Higher Level or equivalent.
• Experience in a face-to-face Customer Service role environment, preferably in a branch setting.
• Previous experience working with Microsoft Office programmes.

Desired experience:

• Working within a Financial Services organisation
• Tenured experience working within a Customer Service environment.

Behaviours

• Responsibility
• Integrity
• Respect
• Accuracy and attention to detail.
• Ability to work effectively in a team environment.
• Excellent numeric abilities.
• Good verbal and written communication skills.