Member Services Assistant
Member Services Assistant
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Job Description
Location: Orpington hybrid
Pay:24000 per annum
Benefits: 24 day annual leave bank holiday
Enhanced employer pension contribution
The Member Services Assistant plays a vital role in delivering outstanding member experiences by providing practical financial solutions and supporting the full member journey. This includes promptly and professionally handling both inbound and outbound calls emails and other forms of contact ensuring every interaction reflects our high standards. The role delivers key activity such as processing new business applications ISA transfers and assisting with claims and underwriting. With a strong emphasis on service-level agreements (SLAs) the Member Services Assistant helps maintain operational excellence while proactively identifying opportunities to increase product share and member retention. Excellent communication skills a calm approach under pressure and a genuine commitment to service are essential to succeeding in this role.
Key Responsibilities
1. Respond promptly and professionally to both inbound and outbound member contact (telephone calls emails etc.) and business partners.
Deliver outstanding member experiences by providing practical financial solutions.
Focus on timeliness and quality in line with the Member Promise.
Maintain a calm and helpful approach under pressure using excellent communication skills.
Respond to 1:1 and call back requests within agreed SLAs.
2. Proactively identify opportunities to increase product sales by understanding member needs and providing relevant product features.
3. Proactively identify opportunities to maintain member & income levels via retention activity.
4. Process all external post and internal dispatch received and distribute/action accordingly.
5. Assist with the processing of maturities and surrenders where required.
6. Support Member Services in processing new business including ISA transfers.
7. Data input into membership databases) and scanning of member correspondence.
8. Record and follow up on member and prospect interactions providing support as needed.
9. Help drive service improvement initiatives while maintaining detailed processes and procedures.
10. Any other duties as required by the Membership Services Manager or Chief Executive Officer.
Key Soft Skills/Behaviours
Member focused with a strong understanding of their needs
Forward-thinking with the ability to plan and organise
Proactive and capable of using initiative
A team player with strong interpersonal skills
Passionate positive reliable and enthusiastic
Calm under pressure with excellent communication skills.
Essential Skills/Competences
Sales experience within financial services or other regulated industry
Two or more years of experience in a customer service or financial services environment
Good working knowledge of MS Office and general computer literacy
Target-driven with the ability to work within service standards
Strong time-management skills
Adaptable and flexible to deal with fluctuations in workload.
Employment Type
Full-Time
