Job Title: Customer Adviser
Reports to: Operations Manager
Banding: Administrator
Based at: Caerphilly, Tredegar and Blackwood
Hours: Full-time 37 hours per week or part-time as agreed individually, Monday to Friday (occasional out-of-hours work may be required)
Main purpose: To provide customer service, cashier duties and general administration within Smart Money Cymru’s branch offices; dealing with members’ enquiries and needs, helping members with services and transactions, processing transactions and loans; supporting the overall growth of Smart Money Cymru through marketing activities and promotion of services.
Main Roles & Responsibilities:
- Provide high levels of customer service
- Cashier duties – serving members at the branch offices
- Daily banking of cash and cheques
- Dealing with queries and enquiries, assist in resolving any issues/problems
- Answering telephones, recording and relaying messages, reviewing answering machine messages
- Correspond to members by letter, email and text as required
- Help to raise public awareness about products and services offered by Smart Money Cymru
- Assist in meeting targets for recruiting new members, loans and deposits
- Deal with incoming and outgoing mail including emails
- Provide accurate information in accordance with legislation and Smart Money Cymru policies
- Accurate processing of withdrawals and member transfers
- Accurate data processing using various software
- Accurate maintenance of filing/scanning systems
- Processing loan applications
- Processing corporate membership applications and accounts
- Dealing with deceased members’ accounts
- Child Trust Fund administration
- Administering payments/monitoring/liaising with local authority housing benefits departments and private landlords
- Administering payments/monitoring/liaising with Bond Board organisations
- Assist in training volunteers, looking after service points and other volunteer services
- Provide cover for the Finance Administrator and credit control as required from time-to-time
- Any other duties that could be reasonably expected in this post and in the best interests of Smart Money Cymru
Person Specification
Experience and competencies
- Good literacy and numeracy skills
- Computer literate (use of Microsoft Office, particularly Word and Excel)
- Appreciation of and commitment to the overall aims and purpose of the credit union movement
- Able to communicate effectively and empathetically with members/customers and other key contacts and colleagues
- Able to work in a busy office environment
Personal Specification
- Committed to the values of Smart Money Cymru
- Able to work under pressure, to tight deadlines and with minimal supervision
- Good interpersonal skills
- Good organisational skills, ability to prioritise and work on own initiative
- Able to work as part of the team
- Flexible, yet focused
- To be totally confidential
- To be committed to working in a team of paid and volunteer staff
- Willing to participate in training
To apply: download the application form below, and email it to Terri on terri@smartmoneycymru.co.uk
Download the application form