Jul 04, 2024


REPORTS TO: Head of Operations & Facilities

This is an exciting time at the Credit Union as we have launched our own Current Account with Mastercard Debit Card to our members.
This role is pivotal in providing a seamless service for members and staff during this transition period.
Ensuring support & training is provided to all staff to ensure they provide members with a quality service in relation to the Credit Union Current Account and Instant Access account.
You will have an excellent attitude along with a commitment to learning and resolving the root cause of problems.
This is an excellent opportunity for individuals looking to start their career in the intersection of banking and technology.


Tasks including but not limited to:

  • Act as a key point of contact for enquires relating to current account products and procedures.
  • Processing member on-boarding, upgrades, downgrades and account closures in line with company policies
  • Dealing with all member and branch queries and complaints related to current accounts, DD origination, cards and payments, following set procedure and aiming to resolve the issue first time.
  • Ensure all BACS files are downloaded and processed by the system as well as ensuring all submission files are created, validated and submitted within deadline
  • Reconcile all inbound and outbound payments and applying corrective actions to resolve any discrepancies
  • Import and process the DD origination files and audit DD Origination inputs, setting up Direct debits and standing orders
  • Setting up and validating direct debits, standing orders and payees
  • Applying all account related charges on a timely manner
  • Processing, reporting and escalating fraud and dispute cases and following these cases up on a case by case.
  • Actioning unapplied credits, morning credits, confirming & notifying members of the details to provide for future credits. Setting up DCMs
  • Send out all member communication by the end of the day
  • Following up and recovering from overdrawn and defaulted accounts, maintaining a reasonable level of recovery
  • Answer calls / emails. Ensure all communication are sent out to members by end of the day


  • An advanced level of computer literacy is essential to this role.
  • Ability to communicate with persons from diverse cultural /educational backgrounds
  • Ability to work on own initiative as well as part of a team Must be able to write clearly
  • Attention to detail and accuracy especially data entry skills
  • Familiarity with interfacing with computer based banking services either through work experience or private use
  • Familiarity with delivery and promotion of financial products or services
  • Knowledge of payment schemes such as BACS, FPS, CHAPS, and Mastercard would be advisable.
  • Pleasant and professional personality
  • Good with Microsoft tools – Ms Excel, PowerPoint and Word


A minimum of two years experience of dealing with members of the general public both face to face and on the telephone
Pleasant and professional personality.


Competitive salary and benefits package.
Opportunities for professional growth and development.
A collaborative and supportive work environment.
Access to ongoing training and certification programs.
Scope to experience the entire ‘bank-customer’ relationship
LCCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of employees in this position. Further, this job description should not be considered an employment contract. All employment is employment at-will. We reserve the right to modify job duties or descriptions at any time.

Apply Here:

Please upload your CV and Covering letter : Recruitment <>

Alongside our other plans to boost income and control costs, we are confident these changes will deliver a strong and sustainable credit union.

The credit union was set up in Tower Hamlets in 2000. Now, following our 20th anniversary, we want to work with members to ensure another 20 years of improving financial resilience and supporting the alleviation of poverty in east London. Thank you for your support.