Member Experience & Relationship Associate

Scottish Building Society; City of Edinburgh; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Scottish Building Society is seeking a Member Relationship Assistant in Edinburgh. The role is 35 hours per week, full-time, reporting to the Relationship Centre Manager.

You will provide exceptional, personalised service, build strong member relationships and promote online services to support retention and growth. Join a Society focused on helping generations prosper, with opportunities to develop customer service skills and contribute to member experience within a collaborative team in

Responsibilities

• Create a welcoming front-of-house experience and provide prompt, personal support across face-to-face, inbound and outbound channels.
• Build trusted relationships by listening carefully, asking the right questions and finding practical solutions that reflect members’ financial objectives.
• Give clear, accurate and timely information about our products, services and available support, helping members make informed decisions.
• Support new and existing members throughout their relationship with the Society, from opening an account to ongoing account servicing and closure.
• Complete transactions and account maintenance accurately and efficiently, including transfers, cheque requests, Faster Payments, closures and bond maturities.
• Apply appropriate care and judgement when supporting customers with characteristics of vulnerability, powers of attorney or bereavement-related matters.
• Promote online services where they meet members’ needs and make it easier for them to access and manage their accounts.
• Record, own and progress complaints in line with regulatory guidance and timescales, keeping members informed and involving relevant teams when needed.
• Use ELO effectively to manage workflows, maintain clear records and support timely completion of work.
• Handle cash, member information and account activity securely, accurately and confidentially, following Society procedures and Relationship Centre security measures.
• Use member feedback and day-to-day experience to identify practical service improvements and contribute to better ways of working.
• Develop expertise in Centre of Excellence activities, share knowledge with colleagues and keep operating procedures accurate and fit for purpose.

Job description

Scottish Building Society is seeking a Member Relationship Assistant in Edinburgh. The role is 35 hours per week, full-time, reporting to the Relationship Centre Manager.

You will provide exceptional, personalised service, build strong member relationships and promote online services to support retention and growth. Join a Society focused on helping generations prosper, with opportunities to develop customer service skills and contribute to member experience within a collaborative team in