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, ensuring AML documentation is complete and accurate prior to submission and inform members of the full range of products and services available
· Set up members with online access ensuring all paperwork is complete and the correct ID’s are obtained.
· Carry out designated start-of-day and end-of-day procedures in line with established policies.
· Process automatic member payments, including EFTs, and foreign exchange transactions.
· Efficiently manage member lending applications and queries, ensuring all loan-related matters are properly addressed and completed.
· 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.
· 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.
· 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 union’s 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.
· 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.
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
Shortlisting may apply and candidates will be short-listed based on information provided
Job Type: Fixed term
Contract length: 12 months
Pay: €29,000.00-€40,000.00 per year
Benefits:
- Bike to work scheme
- Company pension
- Employee assistance program
- Sick pay
Work Location: In person
