Providing Financial Services in the Heart of the Community
Job Application Pack Guidance notes
JOB Members Services Officer (ref MSO17)
Thank you for your interest in the credit union and the vacancy of Members Services Officer. The successful post holder will join our existing team helping people to save regularly and to borrow sensibly through access to affordable loans.
Included with this pack are a job description, person specification, application form and equal opportunities monitoring form. Please complete these fully and return them by e mail only to
Only the information on the application form will be considered by the selection panel when shortlisting; so it is essential that you provide examples of how you meet each of the points of the person specification.
To ensure fairness, the name and details of applicants will be removed before the applications are scored by the selection panel, in line with our equality and diversity policy.
The closing date for applications is 4.00pm Friday 29th September 2017
Applications received after the closing date will not be considered
Interviews will be held week commencing 16th October 2017
Shortlisted candidates will be contacted by telephone or email to confirm the interview arrangements. Unfortunately, we will only be able to contact shortlisted candidates; so if you do not hear from us then you may assume you have not been successful on this occasion.
Please note CVs will not be considered. Only information contained on the application form will be considered
The Board of Directors ECU
September 2017.
Enterprise Credit Union has been established for the past twenty nine years and is one of the most successful community credit unions in this country. We currently have over 17,500 active customers and over 17 million pounds in assets. Our aim is to provide access to savings and low cost loans to the people within our field of membership (our community). We have six networked branches within our area and currently employ 25 staff. ECU offers services to anyone that lives or works with the Knowsley, Liverpool and St Helens Boroughs of Merseyside
We offer our members a range of products including:
• Low cost Loans
• Safe savings
• Money Advice and Budgeting Service
As a financial co-operative, we are authorised and regulated by the FCA and PRA (firm
213291) and our members’ savings are protected by the Financial Services Compensation
Scheme
Role Name / Member Services OfficerKey Focus/ Role Purpose / To be responsible for the provision of excellent customer services to members in carrying out business using the dedicated accounting system including the issuing of loans, share withdrawals and deposits. This includes managing our online software system and implementing and acting on member instructions via their accounts and to provide administrative support to Enterprise Credit Union Limited
Reports To; / Member Services Supervisor, Operations Manager
Salary Banding / £15,500 to £19,000
Key Activities
1. To keep accurate records of all transactions.
2. To carry out administrative and customer services duties.
3. To deal with all membership and general enquiries via face to face, online and telephone.
4. To process membership applications and introduce members to the Credit Union
Services, Products and Policies.
5. To maintain accurate and up to date records of all financial transactions, data input to ensure proper credit control is maintained and reported.
6. To provide excellent customer service to Credit Union members.
8. To observe and uphold the best principles of customer care in discharging the duties of this post and achieving the Credit Union aims and objectives in delivering high standards of care for member satisfaction.
9. To process member loan application forms in accordance with the Loan Policy of
Enterprise Credit Union.
10. To deal with queries in a timely and effective manner
11. To promote and identify products to enhance the service provided for the member.
12. To implement and adhere to all procedures and policies introduced from time to time
by the Credit Union and to undertake such other duties and responsibilities as are commensurate with the post.
13. To undertake any other duties as may be directed from time to time.
Key Knowledge, Skills and Experience
• Excellent Customer Service Experience
• Excellent communication skills
• Cash handling experience
• Team player
• Good literacy and numeracy skills
• Ability to meet strict deadlines and targets
• Good IT skills
• Good interpersonal skills
• Previous credit union experience or similar financial organisation
• Awareness of financial inclusion issues
• Knowledge of credit unions
Key Behaviors
Communication - Good spoken communication means you speak confidently, and fluent, in a way which holds others’ attention through the use of an appropriate pace and level of voice. If you have good written communication you are fluent, clear, concise and can adapt the style of your written
communication to suit the audience to which the communication is aimed
Team Working - A good team player fits in with the team, developing effective supporting relationships with their fellow team members by showing them consideration and creating a sense of team spirit.
Community Spirited - Being community spirited is about being part of the community you work in and you recognise the importance of your local community, the value that the credit union can add and
the importance of working with your colleagues in a manner that supports the community spirit.
Understanding Our Members - Understanding our members means that you have a thorough understanding of the needs of our members and you are able to use this knowledge to promote excellent customer service to maximise opportunities for the credit union. However you achieve this by managing expectations and avoid over promising which can disappoint and impact on our service delivery and our reputation.
Initiative - Initiative means you are able to take advantage of opportunities, anticipate situations and problems, and find the right solution. It’s about not waiting around to be told what to do but taking personal responsibility to respond to an opportunity or resolve an issue. It’s about going the extra mile even if it is not technically part of your job in order to deliver good customer outcomes for our members and being resourceful in identifying relevant information from a variety of sources to get to the heart of an issue. You have the ability to investigate issues and delve into a situation in order to deliver the right solution
Living the Values - Living the values means that you are able to understand the purpose of the credit
union, what it aims to achieve and you ensure the behaviours you demonstrate reflect this culture.
The Credit Union aims to;
Ø Provide access to low-cost, high quality and ethical financial services to meet the financial needs of those who live or work in our local community.
Ø Provide services to help address the causes of debt, financial exclusion and lack of access to reasonable credit.
Ø Identify work together with key stakeholders to meet those needs.
Compliance Focused - Showing genuine regard for compliance is not about helping to create a ‘yes’ culture but is about understanding and recognising the importance of why procedures and policies are in place, following them, and if you feel something is wrong having the confidence to speak up. Challenging the way we work and suggesting alternatives is an important part of our process for checking what we do and leads to good customer outcomes. However once there is an agreed way to perform a task, if different to your own view, you then work to those procedures in the best interests of members and the Credit Union. You also take responsibility for your personal
development so you are up to speed with regulations and have the relevant technical knowledge.
Flexibility - Having flexibility means you are willing to adapt your thinking and behaviour to suit different situations. You recognise the value of alternative views to issues and are enthusiastic and supportive of change which will benefit our members, colleagues and the credit union. You are prepared to listen to other people’s views and take on board their comments even if sometimes it means changing your current plans or way of working.
Delivery Focused - Setting yourself high standards of work and striving to exceed your performance objectives in order to achieve quality, efficiency, accuracy and excellence in all aspects of your work. You take personal responsibility for your own time management and your focus is on getting work right first time and on time, continually checking for accuracy. You demonstrate a willingness to finalise loose ends, ordering activities that need to be undertaken to ensure a task is fully completed
on time.
Leadership - Being a leader means that you are able to set a positive example to your team, work colleagues, members and stakeholders. You act as a role model living the values of the credit union. You are able to recognise that the development of our people ensures business success. You create an open and supportive environment for people to feel comfortable to learn within and feel encouraged to try out new things and know you are there when things don’t always go according to plan.
MEMBERS SERVICES OFFICER
The following qualifications, experience, skills and competencies are required in the post
(gained in a paid or voluntary capacity):
1. A general understanding of the credit union ethos, structure and their services.
2. Demonstrable experience of working with figures and or accounts.
3. Experience of cash handling
4. NVQ Level 2/ GCSE level pass at C level in English Language and Maths
5. Methodical, accurate and with an eye for detail.
6. Good communication skills, both oral and written
7. Demonstrable experience of providing excellent customer service.
8. Higher than average IT literacy: experienced and confident in the use of software packages including spreadsheets, word processing, databases, e mail and the internet.
9. Able to work confidently and reliably following agreed policies and procedures when unsupervised.
10. A commitment to equality and diversity and sensitivity to the differing needs of our diverse communities.
11. Proven ability to work as an effective team player as well as on own initiative
12. Sound organisational skills, an ability to prioritise, and work under pressure
13. Reliable and flexible with the ability to adapt to changing circumstances while working in busy, customer-facing environment.
14. A commitment to continuous self-improvement
GUIDANCE NOTES FOR COMPLETING YOUR APPLICATION FORM
Important information – please read
i) It is our intention to appoint the best candidate for every vacancy and to do this fairly we need all applicants to provide relevant information about themselves. This information should relate directly to the requirements of the job, which arelisted in the enclosed Person Specification and which are regarded as essential in order to work effectively in post.
ii) Your application form should provide us with as much relevant information as possible.
iii) Please complete all sections of the form. It may be helpful to do a rough draft first. Please write as clearly as possible.
iv) Section 4 of the form asks for relevant training and qualifications. We do not need a full account of your education here but please mention qualifications and/or training which are necessary or relevant to the job.
v) Section 7, Additional Information is the most important part of the form. You should refer to the Person Specification and provide detailed information under appropriate headings so we can make an assessment of your suitability.
If you do not use headings the interview panel may have difficulty in determining your suitability for the post.
vi) Curricula Vitae (CVs) will NOT be accepted. You must complete the application form in full so that we can receive the same type of information from all applicants and so that you directly address the requirements of the job.
ENTERPRISE CREDIT UNION Candidate No …………..
APPLICATION FORMPLEASE COMPLETE AND RETURN TO:
CEO
Enterprise Credit Union
Wynsford Hall Lane Huyton L36 6AX
/ APPLICATION FOR THE POST OF:
Member Services Officer MSO17
CLOSING DATE: 4.00pm Friday 29th September 2017
NOTES:
* REFER TO THE GUIDANCE NOTES ON HOW TO COMPLETE THIS FORM * COMPLETE IN BLACK PEN OR TYPESCRIPT FOR COPYING PURPOSES
* DO NOT ATTACH A CV AS IT WILL NOT BE CONSIDERED * ANSWER ALL QUESTIONS
1. PERSONAL DETAILS
SURNAME / INITIALS
ADDRESS / Tel DAYTIME
Tel HOME
MOBILE
POSTCODE
2. PRESENT OR MOST RECENT EMPLOYMENT
EMPLOYER’S NAME AND ADDRESS
/ POST HELD
DATES OF COMMENCEMENT AND LEAVING
PERIOD OF NOTICE REQUIRED
Please give a brief description of the duties and responsibilities you carry/carried out:
3. PREVIOUS EMPLOYMENT (including voluntary posts)
DATES / EMPLOYER NAME AND ADDRESS / POSITION
4. TRAINING UNDERTAKEN/RELEVANT QUALIFICATIONS
Please give details of any relevant courses you have taken or qualifications you have gained, including specialist in-house training, short courses etc. Please also give details of the awarding body and dates of study/qualification.
DESCRIPTION OF COURSE AND DETAILS OF AWARDING BODY / DATES
5. CRIMINAL RECORD