Credit Unions named champions for Customer Experience for unprecedented 9th consecutive year

Credit Unions named champions for Customer Experience for unprecedented 9th consecutive year

For an unprecedented ninth year running, credit unions have once again topped the league table for the best customer experience in Ireland according to the Customer Experience Insight (CXi) Report for 2023. Not only did credit unions beat 149 other organisations to retain this top position, they also further improved their already winning CX score, widening the customer experience gap between them and their rivals to achieve the highest score ever seen in the CXi Ireland survey.

Report author and CEO of The CX Company Cathy Summers said the main reason credit unions are so successful at delivering customer experience excellence on a consistent basis is because they are embedded in the community and focused on driving change to meet their customers’ needs rather than just driving change to make their organisation more efficient.

Summers said their CX record means credit unions are well placed to further compete with the banks for more complex products as well as the more
traditional financial offering.  Commenting on the announcement, David Malone, CEO of the Irish League of Credit Unions (ILCU) said that the ILCU was delighted to see the customer experience from credit unions topping the standard for companies in Ireland.

“This unprecedented ninth win is recognition of the dedication and hard work of credit union staff and volunteer directors across Ireland. Their relentless focus is always on being there for our members, for communities and uniquely when compared with our competitors, on being not-for-profit.

The credit union social ethos allows us to focus solely on how to best deliver for our existing and potential new members. This means we continue to offer a face-to-face customer experience in over 400 community locations where our 3,000 expert staff and 3,000 directors provide a professional service and essential financial supports to their members. On top of that our customers who wish to engage with us through the ever-growing credit union digital offering can choose to do so at their convenience.”

The Customer Experience Insight (CXi) Report is published annually by the CX Company based on a survey carried out on their behalf by Amárach Research. Over 29,640 experiences were evaluated using The CX Framework and performance under six key Emotional Drivers. In addition, companies were evaluated on the basis of value, affordability, willingness to pay more for a better experience, preferred channels of interaction, loyalty, whether the experience has improved and how important employees are to the customer experience.

Credit Unions ranked as Number One in 2023 RepTrak® study

Credit Unions ranked as Number One in 2023 RepTrak® study

Credit unions have been ranked as number one among the top one hundred most highly regarded organisations in Ireland, in the Ireland RepTrak® 2023 annual study. Credit Unions have consistently featured in the top two of the annual study for the past five years.

The Ireland RepTrak® 2023 annual study is based on a survey of more than 5,500 members of the public which gathered data on the levels of trust, respect, admiration and esteem they have for organisations in Ireland.

In achieving the top spot in the 2023 study, credit unions took the top spot overall as the most reputable organisation in Ireland with an excellent Reputation Pulse score of 82.8. credited with being a cornerstone of local communities with over 3.6 million members. The public acknowledged the trust that members place in their local credit union and their friendly people focused approach.

Commenting on the study, David Malone, CEO of the Irish League of Credit Unions said, “The results of the 2023 RepTrak study are a significant achievement for the credit union sector, and once again a recognition of the role that we play in communities across Ireland. We are delighted with the results, which positions us as a leader among some of the most prominent organisations and household names in Ireland.

“The RepTrak survey emphasises attributes such as trust and respect, which are core to the ethos of credit unions which are locally owned, and, or managed. With over 3,000 Credit Union employees and 2,300 volunteers, we are proud to be at the heart of communities nationwide working towards a more inclusive society, where no one is left behind.

“As we look to the future and the development of our offering to communities, this achievement is an important barometer of the sectors success to date and future opportunity for credit unions and those that we serve across Ireland”

Christmas 2022 Opening Hours

Christmas 2022 Opening Hours

Please see our opening hours over the Christmas and New Year festivities.

Newport Murroe
Friday Dec 23rd 9:30am – 5pm 10am – 4pm
24th – 28th Dec CLOSED CLOSED
Thursday 29th Dec 9:30am – 5pm CLOSED
Friday 30th Dec 9:30am – 5pm 10am – 4pm
Saturday 31st Dec 9:30am – 1pm CLOSED
Sunday 1st Jan CLOSED CLOSED
Monday 2nd Jan CLOSED CLOSED


Job Vacancy – Credit Control Officer

Job Vacancy – Credit Control Officer

We are currently recruiting for the role of Credit Control Officer to support our growth ambitions, and form part of the management team.

This is a unique role requiring a methodical individual with excellent communication and organisational skills, combined with an ability to use initiative.

This is a part-time role with flexibility available around working hours. A full-time position can also be offered by combining this role with other duties.

As the Credit Control Officer you will report to the CEO and will be responsible for:

  • Carrying out credit control duties in accordance with Credit Control Policy;
  • Implementing appropriate proactive strategies relating to arrears collection, loan re-scheduling, write-offs, etc;
  • Applying and maintaining appropriate provisioning standards, in accordance with Provisioning Policy and regulatory guidelines, including carrying out regular in-depth loan book reviews;
  • Providing support and input to the Credit Control Committee as required;
  • Leading and managing credit union interactions with members in arrears, 3rd party debt collection agencies and legal advisors in the area of bad debt as required;
  • Carrying out ongoing reviews of credit control and provisioning policies and procedures, proposing and implementing change as necessary.

The ideal individual for this role will have the following attributes and experience:

  • A strong grounding in the credit union sector is preferable, however candidates with credit control experience in the financial services sector will be considered, preferably with a minimum of 5+ years’ experience;
  • Prior working experience and a proven track record in credit control work in a credit union or financial services environment;
  • Good working understanding of the Progress system, or similar, is essential;
  • A professional business-related qualification, or working towards a relevant similar qualification, is desirable, but not essential.

Applications or queries should be emailed to no later than the closing deadline of 5pm on Friday 13th May 2022.

Mulcair Credit Union is an equal opportunities employer.

Job Vacancy – Chief Executive Officer

Job Vacancy – Chief Executive Officer

Mulcair Credit Union is a strong €40m credit union based in Newport, Co Tipperary, with 8 staff serving 7,000 members from its head office in Newport and sub-offices in Murroe and Rearcross.  It is recruiting a new Chief Executive Officer to sustain its long history of excellent and committed member service and business development as well as financial success.

Reporting directly to the Board, the successful candidate will be responsible for implementing the credit union’s ambitious growth strategy to the highest performance and ethical standards within the credit union’s risk tolerances and all applicable legal and regulatory requirements.

The ideal candidate will have a solid academic background and bring strong and demonstrable

  • experience of the credit union sector,
  • history of professional achievement
  • levels of energy & professionalism,
  • communication skills,
  • understanding of credit union financial dynamics and Key Performance & Risk Indicators,
  • knowledge of fintech payment systems and trends,
  • sales/marketing experience incorporating social media,
  • expertise in business support tools, whether Microsoft or otherwise,
  • HR management skills and
  • experience in strategy & business model development.

Candidates without a credit union background who can offer solid experience of business growth and development in another regulated financial services sector will also be considered.  Direct Central Bank exposure, as well the Minimum Competency qualifications necessary to deliver retail services and products would be distinct advantages.

This credit union is ambitious and willing to pay a rewarding compensation package to the candidate who demonstrates the best ability to achieve the Board’s strategic goals.

Applications or queries should be emailed to no later than the closing deadline of 5pm on Friday 22nd April 2022.

Mulcair Credit Union is an equal opportunities employer.