Key responsibilities include:
Processing debt collections for loan defaults in line with company procedures
Handling inbound and outbound calls relating to member accounts
Resolving complex payment issues with a focus on effective solutions
Managing and monitoring ongoing payment plans
Completing loan reschedules where appropriate
Carrying out administrative tasks within the Credit Control team
Setting up and managing direct debits, including addressing any payment failures
Responding to member enquiries promptly and meeting service expectations
Providing tailored support to vulnerable members to ensure positive outcomes
Generating and reviewing reports to confirm the accuracy and completeness of member account information
Personal Specification:
High standard of verbal and written communication skills
Confident in dealing with members by phone, in writing and in person
Confident in dealing with vulnerabilities over the phone
Organise and prioritise own workload
Ability to give each task the right attention to detail
Pro-active in delivering high levels of Customer Service
This role will be supported by the Business Administration Level 3 Apprenticeship qualification delivered by Starting Off.Training:
Level 3 Business Administration
Remote training delivery
Onefile
VLE
6 hours of dedicated training time every week
Training Outcome:
Permanent position on completion of the apprenticeship
Employer Description:Our client is one of the largest Credit Unions in the UK, with over 34,000 members. They specialise in working with businesses to help their employees save money with different saving accounts available, as well as offering loans.Working Hours :Monday - Friday, 09:00 - 17:00 and 1 Saturday a month, 09:00 - 13:00Skills: Communication skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills....Read more...
To be responsible for providing effective and member-focused reception, teller and administration services
To meet and greet members and visitors in a pleasant, courteous and co-operative manner
To be sensitive to members’ needs and to be aware at all times of the need to act discretely when discussing members' business
To remain sensitive to the member’s situation and to deal with members’ difficult personal situations with compassion and sincerity
Ensure that members’ expectations are exceeded, and their needs are promptly and pleasantly attended to by providing service and information in a pleasant, efficient manner via personal contact, telephone or correspondence, including researching and solving member questions, problems, and complaints concerning Credit Union accounts
Account verifications
Open accounts
Assist members in completing loan applications and other forms when necessary
Answer questions on any aspect of member enquiries
Assist members with basic questions regarding their account
Promote the values and principles of responsible savings and borrowing to members
Cross train and fill in for the teller and administration positions when needed
Promote and cross-sell credit union products and services
Answer Telephone, emails and Intercom “chatbot” when needed
Keep all Credit Union member and employee-related business in strictest confidence
Treat all Credit Union members, volunteers and employees with a positive and cooperative attitude
Consistently maintain and improve skills and knowledge for efficient service delivery
Maintain accurate member records and make adjustments where necessary
Perform all other duties as assigned
Training:Customer Service Practitioner Level 2.Training Outcome:Potential progression within the business and onto further apprenticeship programmes. Employer Description:Central Credit Union is a not-for-profit financial cooperative committed to helping people across Merseyside and beyond manage their money with confidence. Owned by its members, it provides fair, safe and affordable financial services, including savings and loans, to support financial wellbeing.
The organisation is dedicated to dispelling misconceptions about credit unions and emphasising their role in promoting financial inclusion and resilience. By educating the public on how credit unions operate and showcasing the benefits of membership, Central Credit Union enables individuals to take control of their finances and reduces the risk of them falling prey to illegal money lenders.Working Hours :Monday: 9.00am - 4.00pm.
Tuesday: 9.00am - 4.00pm.
Wednesday: 9.00am - 4.00pm.
Thursday: 9.00am - 4.00pm.
Friday: 9.30am - 3.00pm.
Saturday: Closed.
Saturday: Closed.Skills: Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience....Read more...
