Member Service Officer

About Us

Progressive Credit Union is a not for profit, community-based credit union, dedicated to serving its 60,000 members with integrity and purpose. With an asset size in excess of €230 million, the credit union has seen significant growth in recent years across its seven-branch network located throughout the Leinster region.

We are seeking applications from individuals interested in an entry-level role in a financial services environment and wishing to utilise their existing education (ideally in business or financial services) within a community-based organisation. Applicants should be motivated to learn and develop cross functional skills, committed to achieving high standards and be open to undergoing training to become a qualified financial advisor on commencement. The role is permanent, fulltime (36 hours per week) and based in Balbriggan, with requirement to travel and work throughout the branch network as required. 

Job Purpose

The Member Service Officer will report to the Team Leader and will be responsible for delivering a best-in-class standard of member service in a frontline and back-office environment. The successful candidate will be responsible for processing day to day financial transactions for our members, including loans and insurance, dealing with queries, and offering information and support as required.

The key purpose of the role is to support members, by providing a superior level of assistance and service in a timely and efficient manner, to existing and potential new members. This role will be responsible for promoting services and products that benefit members. The role requires the Member Service Officer to have a professional manner and work effectively to ensure member satisfaction and ultimately member retention and repeat business.

Main Responsibilities

Deliver an excellent member experience by providing an efficient service across multiple delivery channels including in person, over the telephone and online, while adhering to service level standards and compliance.

• Responsible for managing all aspects of member accounts, including lodgements, withdrawals and electronic payments, account opening, re-activations, transfers and closures.
• Accurately record and reconcile all transactions involved in the maintenance of the daily cash float, including lodgements, withdrawals, debit card payments, external cheques and cash loans.
• Provide first point of contact resolution wherever possible or where queries cannot be resolved by initial contact, ensure that the query is transitioned to the correct person for resolution.
• Keep up to date on promotional initiatives and new products and services being implemented within the credit union, promoting the credit union’s services and products, including current accounts and debit cards, and informing prospective members of the benefits of membership.
• Identify opportunities to improve our members’ financial well-being by promoting credit union products and services.
• Process loan applications for all relevant loan types.
• Process new member applications ensuring that AML documentation is obtained, correct, and complete prior to submitting to the Membership Committee for approval.
• Communicate effectively and sensitively when responding to members face to face, on the phone and through email.
• Participate in all process improvement service enhancements.
• Maintain accurate, concise records in line with relevant data policies/procedures aligned to regulatory and legislative requirements.
• In conjunction with your line manager, operate within the risk and compliance framework of the credit union and ensure adherence to all regulatory requirements policies and procedures.
• Promote a culture that reflects the credit union’s values and encourages good performance and excellent member services.
• 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.
• Undertake administrative tasks, as required.
• Comply with the Minimum Competency Code (MCC), responsible for maintaining the minimum continuous professional development (CPD) hours required for the role.
• Avail of any credit union training provided, to maintain relevant competency and enable the fulfilment of the role, along with furthering the objectives of the credit union.

Competencies Required

• Ideally one year of experience within a cash handling, customer facing environment.
• Member focused, with a proven track record delivering exemplary member service, maintain accurate, concise records in line with relevant data policies/procedures.
• Excellent verbal, numerical and written skills, ability to update member data in line with Anti Money Laundering Legislation.
• Communicate effectively and sensitively when responding to members face to face, on the phone and through email.
• Detail oriented and well organized, able to work on own initiative.
• Proficient in Microsoft Word, Excel, and Outlook applications, along with good keyboard skills.
• A problem solver, with the ability to handle escalations effectively.
• Flexible and adaptable to learn and work on different tasks, in different situations.
• Approachable and friendly, with good teamwork and collaboration.
• Promote a culture that reflects the Credit Union’s values and encourages good performance and excellent member services.
• Full clean driving licence and access to a vehicle are desirable as travel between branches may be required.

Qualifications

• QFA / APA qualified or working towards these.

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