Two Member Services Representative (MSR) Jobs Available

Job Purpose 

The Member Services Representative within the MSC will report to the Operations Manager and will be responsible for delivering a best in class standard of customer service in a frontline role dealing with multiple queries and tasks as well as processing day to day financial transactions for the credit union members as required over the phone, through email and online.

The Member Service Centre will be the main point of contact for all existing and potentially new members. The key purpose of the job is to support members by providing a superior level of assistance and service in a timely and efficient manner. The MSR will be responsible for promoting services and products that benefit members.

The role requires the MSR to have a professional manner and work effectively to ensure member satisfaction and ultimately member retention and repeat business.

What the role will involve:

• Delivering an excellent member experience by providing an efficient telephone, online and email service to members while adhering to service level standards and compliance.
• Provide exemplary customer service to all credit union members and potential new members by effectively resolving member queries first time, leading to the minimisation of referring issues to other departments for resolution.
• Effectively and efficiently deal with members' lending and credit control queries.• Ensure that all on-line and telephone loan applications are properly completed to the pre-assessment level.
• Proactively participate in continuous training and development in order to provide the highest levels of service in quality and focus to members at all times.
• Keep up to date on promotional initiatives and new products and services being implemented within the credit union.
• Promote a culture that reflects the credit union’s values and encourages good performance and excellent member services.
• In conjunction with their line manager, ensure that the credit union is compliant with legal and regulatory requirements.
• Participate in all process improvement service enhancements.
• Undertake all administrative and operational instructions within the Member Services Centre.
• To undertake any reasonable instruction issued to you by management.
• Deliver first point of contact resolution wherever possible or where queries cannot be resolved by initial contact, ensure that the query is seamlessly transitioned to the correct department and person for resolution.• Responsible for providing ongoing education and information to members in credit unions' real-time policies and procedures.
• Support a high-performance culture in terms of responding to members' needs
• Identify opportunities to improve our members’ financial well-being by cross-selling credit union products and services
• Process new member applications, ensuring that AML documentation is obtained, correct and complete prior to submitting to the Membership Committee for approval.
• Promote the credit union services and products and inform prospective members of the benefits of membership.
• Communicate effectively and sensitively when responding to members on the phone and through email.
• Maintain accurate, concise records in line with relevant data policies / procedures.
• Carry out general office tasks as requested by management. The above list is not exhaustive and may be subject to change in line with the needs of the business.

The above list is not exhaustive and may be subject to change in line with the needs of the business.

Role Requirements:

• Previous financial service experience in a similar role or call centre experience would be desirable.
• 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
• Ability to work on own initiative and as part of a team
• Applications on or before 5:00 p.m. Monday the 20th of October 2025

Shortlisting may apply and candidates will be short-listed based on information provided

This Credit Union is regulated by the Central Bank of Ireland

North West Credit Union is proud to support a diverse and inclusive working environment.

Skills:
Customer Service Call Center Administration