Member Experience Advisor — Credit Union

Credit Union; Sligo; Remote; EUR 30,000 - 36,000; Full time

Job summary

North West Credit Union in Sligo seeks a Member Service Representative to deliver an excellent member experience via telephone, online and email. You will handle lending and credit control queries, resolve member questions on first contact, and participate in ongoing training to provide high-quality service while ensuring compliance.

You will promote credit union products, stay up to date with new initiatives, and contribute to a high-performance culture within the Member Services Centre.

Qualifications

• Previous financial service experience in a similar role or call centre would be desirable.
• Ability to work on own initiative and as part of a team.

Responsibilities

• Deliver 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, minimising referrals to other departments.
• Deal with members lending and credit control instructions and queries.
• Participate in continuous training and development to provide the highest levels of service.
• Keep up to date on promotional initiatives and new products and services implemented within the credit union.
• Promote a culture reflecting the credit union’s values and encouraging good performance and member services.
• Ensure compliance with legal and regulatory requirements in conjunction with line manager.
• Participate in process improvement service enhancements.
• Undertake administrative and operational instructions within the Member Services Centre.
• Deliver first point of contact resolution wherever possible and seamlessly transition unresolved queries to the correct department.
• Provide ongoing education and information to members regarding real-time policies and procedures.
• Support a high-performance culture by responding to members’ needs.
• Identify opportunities to improve members’ financial well-being by informing them of products and services.
• Inform prospective members of benefits of membership.
• Communicate effectively and sensitively on phone and email.
• Maintain records in line with data policies/procedures.
• Carry out general office tasks as requested by management.
• The list may change to meet business needs.

Skills

Financial services experience

Teamwork

Initiative

Education

QFA or MCC qualification

Job description

North West Credit Union in Sligo seeks a Member Service Representative to deliver an excellent member experience via telephone, online and email. You will handle lending and credit control queries, resolve member questions on first contact, and participate in ongoing training to provide high-quality service while ensuring compliance.

You will promote credit union products, stay up to date with new initiatives, and contribute to a high-performance culture within the Member Services Centre.