Stockport Credit Union is a saving and loans co-operative, regulated by the Bank of England and the Financial Conduct Authority. We provide essential savings and lending services within the Stockport borough.
We help people access better rates of finance, move away from payday lenders and loan sharks, and encourage financial literacy and improve their financial management. We also work with strategic partners to provide payroll deduction arrangements.
We are a member-owned, values-driven business. We are in the middle of an exciting period of transformational change and have ambitious plans to develop, modernise and grow our business.
This is one of several brand-new roles and is an opportunity to join an ambitious and socially important organisation at a pivotal point in its development
The purpose of the Credit Control Officer role is to deal with all aspects of Stockport Credit Union’s credit control activities, supporting members through their interactions with the Credit Union.
The role also includes a range of back office administrative tasks.
Key Activities & Responsibilities
The role includes (but is not limited to):
- Being the front-line contact for members in arrears or experiencing financial distress.
- Contacting members in arrears in accordance with the credit union’s contact strategy using a full range of methods of communication, and matching the style of interaction with the specifics of the scenario.
- Making arrangements to pay with members in arrears, blending tact, discretion, and empathy with the need to recover outstanding payments to protect the interests of the wider membership and the financial resilience of the organisation.
- Utilising 3rd party professional services as required to enhance collection levels. These include tracing agents and third-party solicitors.
- Liaising with the DWP for benefit deductions, and with employers for salary deductions, as appropriate and where normal interactions with members have failed to achieve an adequate outcome.
- Arranging for County Court Judgements to be registered for the more serious cases, and then following through to enforce the CCJ, as far as such is possible.
- Managing the Credit Union’s portfolio of aged loans, seeking to recover as much money as is recoverable.
The Credit Union is committed to achieving equality of opportunities both as an employer and as a service provider. The role holder is expected to understand and promote this and all other policies of the organisation.
Experience and Skills that you will need
- Ability to demonstrate the ability to balance empathy with a firmness of approach.
- Previous experience of working in a financial department with a familiarity for financial processes.
- Diplomatic, professional, and calm in all communications; particularly when handling difficult member interactions.
- Organised and thorough, committed to following processes as set out by the union.
- Professional communication style; has the confidence to liaise with third parties to establish agreements for repayments.
- Self-starter requiring minimal supervision.
- Embraces teamwork – supporting colleagues as necessary both as a subject matter expert and colleague.
- Patient and caring by nature; at ease working with members who may have low or average financial and literacy skills, to assist them to successfully access the services that the Credit Union offers.
- An understanding of loss provisioning, both in theory and in terms of monitoring the provisioning in the Credit Union’s CRM / accounting system.
- Excellent record-management skills with high-level accuracy.
- The applicant must be able to demonstrate career experience working within a credit control function. Experience within a regulated lending business is strongly preferred.
- Ability to confidently use various IT systems and platforms, which includes (but is not limited to): the Credit Union’s CRM system; the Credit Union’s customer interaction mobile app (currently Nivo); accounting software, Word; Excel; Outlook; email.
- The Credit Control Officer will need to be able to understand and operate within a regulatory framework which includes GDPR requirements and the regulatory concept of ‘Treating Customers Fairly’.
- An understanding of what constitutes ‘a vulnerable customer’, and the ability to interact appropriately with members who fit this description.
Employment Package Details
This role is part-time and is available on a permanent contract.
Salary Range: £20k to £21k (FTE)
- 25 days per annum annual leave (FTE) plus statutory bank holidays
- 20-25 hours per week
- The strong preference is for five days per week working; consideration will be given to applicants who can commit to a minimum of four days per week.
To find out more or for an informal discussion, email our Chief Executive Jonathan Moore email@example.com
To apply, please upload:
- Your CV
- A covering letter (of no more than 2 sides of A4) which sets out how you fit the job description and why you are right for the role.
Closing Date for Applications: 5pm on Friday 23rd July 2021