Member Service Officer

About Us

Cois Sionna Desmond Credit Union is a not for profit, community-based credit union, proudly supporting its 59,000 members across its 15-branch network, located throughout Limerick City and County and the North Kerry region.

Job Purpose

Cois Sionna Desmond Credit Union is currently recruiting for Member Service Officers on both a full-time (35-hour week) and part-time basis (predominantly 3 to 4 days per week). This is an exciting opportunity to join a dynamic and community-focused team.

While previous experience within a financial regulated, customer-facing environment and/or QFA / CUA qualifications (or equivalent) are desirable, they are not essential. We welcome entry-level candidates who demonstrate a strong customer focus and a willingness to learn.

Roles will be based within our City Office network, including Ballynanty, Athlunkard Street, Roxboro and Castleconnell. Candidates should be flexible to travel and work across the wider branch network as business needs require. Successful candidates should also be available to work Saturdays on a rotational basis as part of the role.

The Member Service Officer position will deliver 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 provide a superior level of assistance and service, to existing and potential new members. This role will be responsible for promoting services and products that benefit members.

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 transfers, account opening, re-activation and electronic payments.
• 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 seamlessly 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 member’s financial well-being by promoting credit union products and services.
• Process loan applications for all relevant loan types.
• Actively manage and resolve member queries in relation to loan arrears.
• 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.

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

Competencies Required

• Ideally one years’ experience within a financial regulated, 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 aligned to regulatory and legislative requirements.
• 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.
• Full clean driving licence and access to a vehicle are desirable as travel between branches may be required.

Qualifications

• QFA / CUA qualifications or equivalent desirable or willingness to work towards same.