Member Service Representative - North West 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

Member Service Representative at North West Credit Union,Sligo

Full Time

Expires on 30 th October 2026

Responsibilities

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 unions 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 instructions and queries

Proactively participate in continuous training and development in order to provide the highest levels of service in quality and focus to membersat 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 possibleor 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 regard to credit unions real time policies and procedures.

Support a high-performance culture in terms of responding to members needs

Identify opportunities to improve our member’s financial well-being by informing them of the Credit Union products and services

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.

Competencies Required:

Previous financial service experience in a similar role 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

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.

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