Pollok Credit Union
Senior Member Service/Credit Controller. £27828 FTE
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Senior Member Services Officer / Credit Controller
Pollok Credit Union
Reporting to: Team Leader
About the role
Pollok Credit Union is looking for a confident, organised and member-focused Senior Member Services Officer / Credit Controller to join our team. This is a varied role supporting members, overseeing daily finance and lending administration, managing arrears activity and helping supervise a small Member Services team.
What you’ll do
- Act as a key point of contact for members, handling enquiries by phone, email, mail, in person and over the counter.
- Manage daily finance processes including payments, transfers, reconciliations, direct debits, payroll deductions, and supplier payments.
- Support loan administration, including reviewing applications, processing loans, and arranging member payments within delegated authority.
- Lead agreed credit control activity, including monitoring arrears, contacting members, agreeing affordable repayment arrangements, and maintaining accurate records.
- Support members experiencing financial difficulty with empathy, professionalism, and sound judgement.
- Supervise, support, and help develop a small team of two Member Services Officers.
- Deputise for the Team Leader when required and support the smooth day-to-day running of the office.
- Ensure work is completed accurately and in line with Pollok Credit Union policies, procedures, confidentiality, data protection, and Money Laundering requirements.
What we’re looking for
- Experience in credit control, collections, finance administration, lending, accounts administration, customer service, member services, or a similar environment.
- Strong communication skills and the confidence to discuss sensitive financial matters clearly and respectfully.
- Good numeracy, accuracy, and attention to detail.
- Ability to prioritise a varied workload, meet deadlines, and resolve member queries professionally.
- Confidence using spreadsheets, office systems, and member or customer account records.
- Empathy, discretion, and sound judgement when supporting members in financial difficulty.
- Commitment to co-operative values and the community-focused purpose of a credit union.
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Qualifications
- A good standard of English and maths, or equivalent practical experience, is desirable.
- Experience with credit union systems, loan administration, arrears management, accounts receivable, or financial services administration would be beneficial.
- A finance, bookkeeping, credit management, supervisory, or customer service qualification would be an advantage but is not essential.
Why join us?
This is an opportunity to play an important role in a community-focused organisation, helping members access support while contributing to the financial stability and smooth running of Pollok Credit Union.
How to apply
To apply, please send your CV and a short covering statement outlining your relevant experience and why you are interested in the role.
Please include details of how your experience matches the member service, finance administration, credit control, and team support aspects of the post.
Measures of Success
Success will be measured through annual objectives agreed by the Board of Directors, effective member service, accurate completion of daily finance and lending processes, timely credit control action, reduced arrears risk, compliance with PCU policies and procedures, and effective management, supervision, and development of the two Member Services Officers.
Person Specification
Area
Essential
- Experience in a customer-facing, finance, credit control, lending, collections, accounts administration, or credit union environment.
- Experience handling member or customer enquiries by telephone, email, mail, or face-to-face.
- Previous experience working in a credit union, community finance organisation, or regulated financial services environment.
- Experience using SCION or similar member/account management systems.
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Desirable
Knowledge
- Understanding of good customer/member service, confidentiality, accurate record keeping, cash handling, payment processing, and the importance of following policies and procedures.
- Knowledge of credit union products and services, arrears management, loan administration, payroll deductions, direct debits, Money Laundering requirements, and data protection responsibilities.
Skills and Abilities
- Strong communication skills, good numeracy, attention to detail, ability to prioritise workload, confidence using spreadsheets and office systems, ability to manage a small team, and ability to resolve member queries accurately and professionally.
- Ability to manage, support, or supervise colleagues, delegate workload, prepare reports, reconcile transactions, manage repayment arrangements, and identify emerging arrears or account risks.
Personal Qualities
- Professional, approachable, reliable, organised, and member-focused.
- Able to handle sensitive financial conversations with empathy, discretion, and sound judgement.
- Commitment to co-operative values, community finance, and the aims of Pollok Credit Union.
- Confidence deputising for a Team Leader when required.
Qualifications and Training
- Good standard of English and maths or equivalent practical experience.
- Willingness to complete required internal training and work within delegated authority.
- Relevant finance, bookkeeping, credit control, customer service, supervisory, or financial services qualification.
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