Member Representative (Full time Permanent)

While each branch operates to meet local needs, Customer Service Advisors work collectively as part of the wider branch network to ensure consistent service standards, effective operations and positive customer outcomes.

Transactional and Operational Responsibilities

• Process cash and non‑cash transactions accurately, including deposits, withdrawals, transfers and cheque processing.
• Maintain full responsibility for allocated cash drawers/tills, ensuring cash is counted, balanced and discrepancies investigated and reported in line with procedures.
• Complete end‑of‑day balancing and reconciliation tasks accurately and within required timescales.
• Carry out accurate amendments to customer and account records, ensuring records are complete, current and compliant.
• Perform general administration tasks to support the efficient day‑to‑day running of the branch.

Customer Service and Engagement

• Deliver a professional, friendly and accurate counter service, ensuring customers’ day‑to‑day banking needs are met efficiently and correctly.
• Understand customer needs and provide clear, factual information on the Society’s products and services, referring customers to other colleagues where appropriate.
• Complete customer relationship reviews to identify current and future needs, ensuring outcomes are in the customer’s best interests.
• Open savings and investment accounts using a structured, non‑advised process, ensuring customers are able to make informed decisions.
• Respond promptly and professionally to incoming calls and online chat enquiries, supporting colleagues with overflow activity where required.
• Capture, record and resolve customer feedback and complaints (positive or negative) accurately and to completion, in line with policy.

Compliance, Risk and Security

• Comply at all times with the Society’s audit, compliance, security, health & safety and operational standards.
• Ensure customer and colleague data is handled securely, accurately and in line with GDPR requirements.
• Act as a first line of defence against financial crime, including fraud and money laundering.
• Identify and report actual or suspected financial crime promptly, in accordance with internal reporting procedures, including Suspicious Activity Reports and the Whistleblowing Policy.
• Follow all customer due diligence (CDD), identification and verification requirements accurately and consistently.

Teamwork and Communication

• Work collaboratively with colleagues across the branch and wider Society to ensure effective service delivery.
• Support the training and development of new and existing colleagues as required.

Communicate clearly with other areas of the business to resolve issues and support efficient branch operations.

CeMap (or be prepared to study for this)

Experience of working in a customer service environment

Flexible Approach

Team Player

Positive and professional attitude

Self-Motivated

Initiative

Be able to rise to the challenges presented in a demanding environment

Ability to act in good faith toward retail customers

Ability to enable & support retail customers to pursue their financial objectives

Minimum of GCSE Maths and English Grade C or above.

Experience in Financial services, Customer Services, Retail or Sales environment

Good numerical, written and verbal communication

Confidence in using Microsoft Word, Excel and Outlook