Chorley Building Society
Job Purpose
Provide the first point of contact for Chorley Building Society members, delivering an outstanding customer experience in every interaction with members - both new and existing. Responsible for building deep and meaningful customer relationships through proactively identifying customer needs and explaining the benefits of our products and services.
Main Duties and Responsibilities
1. Operate a till position in accordance with procedures taking full responsibility for all monies held in the till with accuracy.
2. Encourage members and customers to use the Society’s full range of services and products.
3. Adhere to professional appearance and courtesy standards.
4. Ensure an excellent customer experience by adopting a customer first mentality.
5. Undertake all branch administrative duties to ensure the efficient operation of the Society.
6. Maintain knowledge and comply with all legal responsibilities and codes of conduct to which the Society must comply with i.e. Banking Code, BSA and FCA etc.
7. Understand and adhere to Consumer Duty and ensure that the principles are met as part of the day to day role.
8. Comply with the Society’s security, regulatory and operational procedures.
9. Complete all 1:1 paperwork in a timely manner and take ownership for personal development with continuous improvement.
10. Keep up to date with key communications and changes.
11. Carry out such other duties, which are consistent with the nature, responsibilities and expectations of the position.
12. Take responsibility for delivering work to a high standard.
13. Prioritise customer needs and provide a high standard of service.
14. Obtain positive customer feedback.
15. All Mandatory E Learning is completed within timescales.
16. Demonstrate Customer Due Diligence.
17. No upheld compliance breaches.
18. No upheld customer complaints.
19. Evidence of Continuous Improvement.
Fraud Prevention Responsibilities
* Ensure the Society’s reputation and assets are protected against fraud.
* Adhere to the Fraud Prevention Policy Statement and the Society’s systems and procedures in relation to the prevention of fraud.
* Act with propriety in the use of Society resources and the handling and use of Society funds whether you are involved with members or dealing with suppliers.
* Be alert to the possibility that unusual events or transactions could be indicators of fraud.
* Report details immediately to your line Manager if you suspect that a fraud has been committed or see any suspicious acts or events.
* Co-operate fully with whoever is conducting internal checks or reviews or fraud investigations.
Values, Behaviour & Conduct
You have responsibility to demonstrate the Employee Values at all times when representing Chorley Building Society. This applies both on and off Society premises where you are identifiable as a Chorley Building Society employee. All staff must behave in line with these Values and support other employees to do the same.
You must comply with Conduct Rules, Treating Customers Fairly and any other relevant Regulator rules regarding Conduct.
You must comply with the Society’s security procedures (both in spirit and practice) to ensure a safe environment for both staff and customers.
Technical Skills, Knowledge and Experience Requirements
Essential:
1. Experience of working in a customer service environment.
2. 5 GCSE at Grade C or above including Maths and English or equivalent.
3. Excellent communication skills both written and verbal.
4. Experience of Microsoft packages including Word & Excel.
5. Ability to independently manage multiple tasks.
6. Strong attention to detail.
7. Cash handling and ability to balance a till.
8. Strong administrative skills.
Contract is for 12 months.
37.5 hours per week. Monday to Friday 8.45am to 5.15pm and every other Saturday.
The role will cover duties at Key House, High Street and Leyland branches.
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