The Stafford Building Society
Membership Support Officers
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Salary: Competitive with excellent package including private health insurance
Our Membership Support Officers are at the very heart of our customer service and we are looking to add two to our existing team. The Stafford is a local, member-owned mutual financial institution based in Staffordshire, England, that provides savings and mortgage products. We currently serve more than 15,000 members from our headquarters and branch in the centre of Stafford - ensuring they receive brilliant service is part of everything we do. And we do it well - we are 150 years old in 2027 and have big growth plans.
Membership Services Officers provide a compliant and member-centric service across the Society’s different communication channels – postal, telephony and digital. They support the delivery of accurate and timely account administration whilst providing a personal and efficient service. They will also provide centralised oversight and control, ensuring that customers adhere to their account terms and monitor transactions and product compliance. Specific duties include:
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- Opening postal or online accounts competently demonstrating the highest level of accuracy.
- Completing online savings administration, including responding to member messages in a timely manner.
- Interacting professionally with members when taking inbound calls.
- Building detailed knowledge of savings products and services to meet customer needs effectively.
- Completing accurate savings administration including, but not limited to: ISA transfers, dormancy processes lost passbook registrations, ad-hoc tax statements, regular saver communication, changes of address, POA, and account maturities.
- Supporting process improvements and savings administration duties to enhance the Customer Journey.
- Identifying and safeguarding against customer vulnerabilities during interactions to prevent potential harm.
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Successful candidates will have strong customer service experience, ideally gained in financial services or similar professional services. They need to have excellent attention to detail, with strong organisational and time management skills. They will be excellent communicators both verbally and in writing.
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