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IrishJobs
Member Service RepresentativeIrishJobs • Sligo, Sligo, Ireland
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IrishJobs

Member Service Representative

IrishJobs
  • IE
    Sligo, Sligo, Ireland
  • IE
    Sligo, Sligo, Ireland
Apply Now

About

Member Service Representative North West Credit Union MSR Job Description The Member Services Representative (MSR) reports to the Senior Counter Official. The MSR is responsible for carrying out a range of member-facing and back-office support activities, including loans and other specific tasks outlined below. The role delivers a best-in-class standard of member service in both frontline and back-office functions, processing day-to-day financial transactions, handling queries, loans as well as providing information and support to credit union members over the counter, by phone, email and online. The Member Services Representative (MSR) acts as the primary point of contact for both existing and prospective members. The role focuses on delivering comprehensive support across all financial transactions, ensuring a high standard of service that is both timely and efficient. Additionally, the MSR actively promotes products and services that align with members' needs and contribute to their financial well-being. This operational role requires the MSR to maintain a professional manner and work effectively to ensure member satisfaction, retention and repeat business. Key Responsibilities: Accurately and diligently handle cash, reconcile balances, and account for any discrepancies. Manage member queries, inform members of the requirements to open new accounts, and inform members of the full range of products and services availablein person, by phone, email, and online. Set up members with online access ensuring all paperwork is complete and the correct IDs are obtained. Carry out designated start-of-day and end-of-day procedures in line with established policies. Process automatic member payments, including EFTs, standing orders and foreign exchange transactions. Comply with all credit union policies and procedures, including Anti-Money Laundering and Fraudulent Transaction Reporting. Handle and, where possible, resolve member complaints in a professional and empathetic manner. Prepare documentation for credit union products such as insurance, loan protection, life savings, and Member Death Benefit Insurance claims. Complete assigned administrative duties, including filing and maintaining stationery and marketing materials. Protect member data in accordance with GDPR guidelines and standards. Collaborate with your line manager to ensure compliance with legal and regulatory requirements. Deliver an excellent member experience by providing efficient in-person service while adhering to service level standards and compliance requirements. Provide exemplary customer service by resolving member queries effectively, minimising the need for escalation to other departments. Efficiently manage member lending applications and queries, ensuring all loan-related matters are properly addressed and completed. Promptly assist members with payments, including arrears and other credit control issues. Stay informed about promotional initiatives and new products and services introduced by the credit union. Actively participate in ongoing training and development to maintain high service standards. Promote a culture aligned with the credit unions values, encouraging exceptional performance and member service. Contribute to process improvement and service enhancements by making informed recommendations. Carry out all relevant administrative and operational instructions as required. Aim for first-contact resolution every time, where not possible, ensure seamless handover to the appropriate department or individual. Provide ongoing education and information to members regarding real-time policies and procedures. Support a high-performance culture focused on meeting member needs. Identify opportunities to enhance members financial well-being through cross-selling of products and services. Gather AML documentation for new accounts. Promote credit union products and services, highlighting the benefits of membership to prospective members. Communicate effectively and sensitively with members, in line with GDPR guidelines. Maintain accurate and concise records in accordance with data protection policies. Process and reactivate dormant accounts within required timelines. The above list is not exhaustive and may be subject to change in line with the needs of the business. Competencies Required: Previous financial service experience in a similar role, cashier or call centre experience would be desirable. Ability to work on own initiative and as part of a team. Qualifications QFA qualification desirable (or actively working towards obtaining a qualification) in line with the Minimum Competency Code (MCC) set out by the Central Bank Successful candidates will be expected to meet the Central Bank Fitness & Probity standards Skills: Retail financial services Cash Handling

TLNT1_IJ

  • Sligo, Sligo, Ireland

Languages

  • English
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