Reporting to the Manager – Relationship Centres, a Member Relationship Assistant will deliver an exceptional personalised service, building relationships through regular contact and increasing awareness of our service offering to support growth and retention of existing members and acquisition of new members through online. This role is based in our Edinburgh Relationship Centre. 

Key Responsibilities

• 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

Other:

• General office 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.

This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role.  Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract.

Skills & Capabilities for the role

Qualifications:

• Preferably educated to Higher Level or equivalent.

Essential experience:

• Face to face Customer Service experience in a Branch environment 
• Previous experience of working with Microsoft Office.

Desirable experience:

• Working within a Financial Services organisation
• A minimum of 5 years in a face-to-face customer service role in a Branch environment.

Behaviours:

• Responsibility 
• Collaboration 
• Integrity 
• Respect
• Wellbeing 

Essential skills:

• Accuracy and attention to detail.
• Ability to work effectively in a team environment.
• Excellent numeric abilities.
• Good listening skills.
• Good verbal and written communication skills.
• Customer service orientation.
• Problem solving.
• Honesty and integrity.

This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role.

PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE RECENT DEMONSTRABLE RELEVANT EXPERIENCE AND THE RIGHT TO WORK IN THE UK.

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