At a Glance
- Tasks: Support customers and brokers with mortgage applications and administrative tasks.
- Company: Join a dedicated Society focused on customer interests and ethical practices.
- Benefits: Enjoy flexible working options and a supportive team environment.
- Other info: Opportunity for growth and development within a collaborative team.
- Why this job: Make a real impact by helping customers navigate their mortgage journey.
- Qualifications: Recent experience in mortgage processing or administration is essential.
The predicted salary is between 30000 - 42000 £ per year.
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Member Relationship Assistant
Key Information
Job Title:
Member Relationship Assistant
Hrs/Week:
35
Location:
Edinburgh
Post:
Full Time
Closing Date:
31 Oct 2026
Posted on 16 Sep 2026
About the Role
At Scottish Building Society, every role helps us achieve our purpose of Helping Generations Prosper. This is more than banking. It is about helping people feel confident about money, supporting them through big life moments and being part of a Society that is growing, changing and looking ahead. We are proud of our history, but we are building for the future using fresh ideas, better ways of working and real teamwork to make a positive difference for our members, colleagues and communities.
The role of Member Relationship Assistant is an integral part of this. Reporting to the Relationship Centre Manager (Edinburgh & Galashiels), the Member Relationship Assistant will be responsible for helping deliver our purpose of Helping Generations Prosper by providing exceptional, personalised service, building strong member relationships and increasing awareness of our products and services to support retention, growth and new member acquisition, including through online channels.
What this role helps us achieve
- Members receive clear, personal and practical support that helps them feel confident about their money.
- Trusted relationships are built through service that is human, responsive and genuinely useful.
- Members are supported through important life moments with care, accuracy and sound judgement.
- Society growth by retaining existing members, welcoming new ones and increasing awareness of our products and services.
- Members can connect with us through the channels that work best for them, including our online services.
- Insight and collaboration across the Society lead to practical improvements for members, colleagues and the wider organisation.
What you’ll bring
- A genuine commitment to putting members and customers at the heart of every interaction.
- Clear, confident and approachable communication, with the ability to make information easy to understand.
- Curiosity and fresh thinking, with an interest in using insight, digital tools and new ideas to improve how we work.
- A proactive and dependable approach, with the confidence to take ownership and move things forward.
- A collaborative mindset and the ability to build positive relationships, share ideas and contribute to collective success.
- Care, sound judgement and attention to detail, recognising the impact our work can have on people’s lives and financial futures.
About You
Service
- Create a welcoming front-of-house experience and provide prompt, personal support across face-to-face, inbound and outbound channels.
- Build trusted relationships by listening carefully, asking the right questions and finding practical solutions that reflect members’ financial objectives.
- Give clear, accurate and timely information about our products, services and available support, helping members make informed decisions.
- Support new and existing members throughout their relationship with the Society, from opening an account to ongoing account servicing and closure.
- Complete transactions and account maintenance accurately and efficiently, including transfers, cheque requests, Faster Payments, closures and bond maturities.
- Apply appropriate care and judgement when supporting customers with characteristics of vulnerability, powers of attorney or bereavement-related matters.
- Promote online services where they meet members’ needs and make it easier for them to access and manage their accounts.
- Record, own and progress complaints in line with regulatory guidance and timescales, keeping members informed and involving relevant teams when needed.
- Use ELO effectively to manage workflows, maintain clear records and support timely completion of work.
- Handle cash, member information and account activity securely, accurately and confidentially, following Society procedures and Relationship Centre security measures.
- Use member feedback and day-to-day experience to identify practical service improvements and contribute to better ways of working.
- Develop expertise in Centre of Excellence activities, share knowledge with colleagues and keep operating procedures accurate and fit for purpose.
Other
- Contribute to the smooth running of the Relationship Centre through general office administration and the effective handling of incoming and outgoing mail.
- Take part in projects, testing and other improvement activity as required.
- Share knowledge and experience to support the training, development and mentoring of colleagues.
- Maintain and develop the technical and professional knowledge needed to perform the role effectively.
Why Join Us?
At Scottish Building Society, you’ll join a growing organisation with a clear purpose, ambitious plans and a genuinely human approach to financial services. If you want to lead meaningful product work, shape better savings experiences and help members feel more confident about money, we’d love to hear from you.
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Member Relationship Assistant employer: Scottish Building Society
Scottish Building Society is an exceptional employer that prioritises a human-centric approach to financial services, fostering a culture of collaboration and innovation. As the Head of Products - Savings / Deposits, you will have the opportunity to lead impactful initiatives that enhance member experiences while benefiting from a supportive environment that encourages professional growth and development. With a commitment to sustainability and community engagement, working here means being part of a forward-thinking organisation dedicated to making a positive difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Member Relationship Assistant
✨Tip Number 1
Familiarise yourself with the mortgage industry and current trends. Understanding the nuances of mortgage products and customer needs will help you stand out during interviews.
✨Tip Number 2
Network with professionals in the mortgage sector. Attend industry events or join online forums to connect with others who can provide insights or even refer you to opportunities.
✨Tip Number 3
Prepare for situational interview questions by thinking of examples from your past experiences that demonstrate your problem-solving skills and ability to handle complex queries.
✨Tip Number 4
Showcase your customer service skills during the interview. Be ready to discuss how you've successfully managed customer relationships and resolved issues in previous roles.
We think you need these skills to ace Member Relationship Assistant
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in mortgage processing and administration. Use specific examples that demonstrate your ability to handle customer queries and manage documentation effectively.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly your customer service experience and attention to detail.
Showcase Relevant Skills:Emphasise your strong interpersonal skills and ability to work under minimal supervision. Provide examples of how you've successfully managed deadlines and taken responsibility in previous roles.
Proofread Your Application:Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your professionalism and attention to detail, which are crucial for this role.
How to prepare for a job interview at Scottish Building Society
✨Showcase Your Mortgage Knowledge
Make sure to brush up on your mortgage processing and administration knowledge. Be prepared to discuss specific experiences where you've successfully managed mortgage applications or resolved complex queries, as this will demonstrate your expertise in the field.
✨Emphasise Customer Service Skills
Since the role involves providing excellent customer service, think of examples where you've gone above and beyond for customers. Highlight your ability to handle vulnerable customers with care and empathy, as this aligns with the company's values.
✨Demonstrate Teamwork and Independence
The job requires both teamwork and the ability to work independently. Prepare to discuss situations where you've effectively collaborated with colleagues, as well as instances where you've taken initiative and worked autonomously to meet deadlines.
✨Prepare for Compliance Questions
Given the importance of compliance in this role, be ready to answer questions about how you ensure adherence to policies and procedures. Familiarise yourself with common compliance issues in mortgage administration and be prepared to discuss how you've handled them in the past.
