Member Services Personnel

Job Title: Credit Union Official – Member Services

Reports to: Senior Officers Loans and Administration, Operational Administration, Support & IT

Support, Cash and Credit Control Departments

Benefits: Holidays; 20 days plus 13 Recognised Holidays

Occupational Pension Scheme
Occupational Sick Scheme
Occupational Health Scheme
Uniform
On-site Parking

Status: Permanent Post – 2 x 35 hour contracts

Permanent Post – 1 x 30 hour contracts

Location: Abbey Street/Claudy

Salary scale: £21,292 - £25,392 pro rata 37 hours

Derry Credit Union Limited was established in 1960, and was the first of its kind in Northern Ireland.

We are a forward-thinking organisation, and our sole purpose is to be of service to our members. We continue to have a very loyal member base, and we have grown from strength to strength from our inception to become one of the most successful Credit Unions in Northern Ireland and the UK. We continue to increase our market share. We opened our first sub office in Claudy in December 2021.

Derry Credit Union Limited is authorised by the Prudential Regulation Authority and regulated by the

Financial Conduct Authority and the Prudential Regulation Authority.

Purpose:

• To work as part of a team, serving the members of the Credit Union, either or both our Abbey

Street and Claudy offices, in the delivery of excellent member service, with accuracy and professionalism. You will be expected to be multi-skilled, with the ability to work across all departments delivering high performance in transactional duties with accuracy at all levels.

• To present and explain Credit Union services to members in accordance with the Credit Union policies and procedures. To communicate effectively with prospective and current members and to present the Credit Union in a positive and professional manner.

Key Requirements: Accountability and responsibility for the delivery of excellent member service to all members including the following:

General Duties

• To undertake all tasks associated with Reception and Back Office support, and Loans and

Administration as required.

• To facilitate account opening in accordance with Derry Credit Union’s Membership Policy.

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• To provide information to the members and deal with members’ queries.
• To receive, record and process complaints in accordance with the Complaints Policy.
• To work in accordance with scheduled rotas within the department.
• To undertake filing.
• To answer the telephone and recording telephone messages when required.
• To issue documentation and items of general information to members and to potential members as directed.
• To participate in the provision of the schools saving scheme.
• To assist the Education and Training Officer in the delivery of member communications and education.
• To assist the Head of Operations and Business Development in the delivery of marketing and promotional activities.
• To assist the Finance Officer in the Finance Office functions including preparation of accounts, salary processing and the processing of death claims.
• To assist the Executive Officer to the CEO in the administration function.
• To assist in training of all staff as required.
• To maintain an up-to-date and comprehensive knowledge of all credit union products, services, policies, procedures, rules and regulations and successfully complete ongoing training.
• To attend and represent the Derry Credit Union at public events.
• To adhere to the operating principles of the Credit Union.
• To carry out all general office routines as requested.

Any other duties as requested by Management, Senior Officers or Board of Directors.

And in relation to specific functions:

Banking and Credit Control Functions

• To complete all transactions immediately and accurately.
• To process cash, cheques, debit card, e-banking and internet transactions.
• To check notes received for forgeries.
• To ensure that all cheques are processed.
• To maintain a sufficient cash float at your counter to transact members’ business.
• To complete the end of day summary sheets and reconcile cash, cheques and debit card transactions.
• To ensure that all discrepancies are fully reconciled.
• To ensure that completed summary sheets, cash and floats are returned to the Senior Officer at the end of each day.
• To check dividends, interest rate rebate and post relevant amount to member’s account.
• To enter all transactions on the computer accurately and in a timely manner.
• To complete all tasks in relation to the Cashier Function.
• To complete all tasks in relation to the Foreign Exchange Services.
• To complete all tasks in relation to the Back Office function.
• To complete all functions in relation to the Credit Control Service.

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• To apply the Credit Control Collection Policy as approved by the Board of Directors for the collection of delinquent accounts.
• To conduct interviews with members in relation to credit control issues.
• To assist with the operation of Cash & Banking and Credit Control Department including all administration involved in the functions.

Loans Function

• To interview members in connection with loan applications, share transfers and share withdrawals.
• To process loan applications, share withdrawals and share transfers in accordance with agreed policy and procedures.
• To interview members in connection with rescheduling and temporary arrangements.
• To ensure all end of day procedures for loans/share withdrawals are properly completed.
• To complete a daily check on all loan applications to ensure accuracy.
• To complete all functions in relation to the phone-a-loan service and on-line applications processes.
• To participate in the Loans Review Team.

Essential Requirements

Applicants must have at least:

• A minimum of 5 GCSEs or equivalent to include English and Mathematics grade ‘C’ or above.
• 2 A levels or equivalent.
• Be qualified by experience having worked for a minimum of 2 years in a similar organisation;

Or

• Be qualified by experience having worked for a minimum of 5 years with significant cash handling experience.

And demonstrate:

• Commitment to and familiarity with the principles and ideals of the Credit Union movement including a good understanding of the Credit Union ethos.
• Recent experience dealing with customers face to face, by telephone or on-line in the last twelve months.
• A good working knowledge of MS Word, MS Excel, MS PowerPoint or equivalents.
• Excellent interpersonal and communication skills.
• Good problem solving and analytical skills.
• Ability to work on your own initiative.
• Ability to take direction and follow instructions.
• Ability to work to deadlines and targets and prioritise tasks under pressure.
• Accuracy and attention to detail.
• Strong numerical ability and skills.
• An awareness of the provisions and application of the Data Protection Act.
• A flexible work attitude; the ability to work productively in a team and independently; prepared to work additional hours when required.

Desirable

• Educated to level 4 or above on the Qualifications and Credit Framework (QCF).
• 5 years’ experience cash handling and till reconciliation.

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• Knowledge and understanding of the legislation and regulatory requirements governing

Credit Unions in Northern Ireland.

• Experience working in a similar role in financial services.
• A third level relevant finance qualification.

The successful candidate will be a motivated individual and have the following key attributes :

• Excellent communication and interpersonal skills.
• Ability to work under own initiative with minimal direction and work well as part of a team.
• Ability to work to deadlines and targets and prioritise tasks under pressure.
• Strong numerical ability and skills.
• Accuracy and attention to detail.
• Flexibility, must be available to work Monday to Saturday.
• Positive attitude and work with energy and enthusiasm.
• Trustworthy.
• Self-aware.
• Reliable.

Key Relationships

• Chief Executive Officer
• Head of Operations and Business Development
• Finance Manager
• Risk & Compliance Officer
• Education & Training Officer
• Executive Officer to CEO
• Senior Officers
• Work Colleagues/Team
• Regulatory Bodies including internal and external auditors
• Board of Directors
• Credit union members

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Job Types: Full-time, Permanent

Salary: £21,292.00-£25,392.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company pension
• Cycle to work scheme
• Employee mentoring programme
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Free or subsidised travel
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay
• Wellness programme

Work Location: In person

Application deadline: 29/04/2023
Reference ID: MS/04/2023
Expected start date: 01/06/2023