Hermitage Financial Services Officer - Ascend Federal Credit Union

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 28 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union’s sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union’s commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend’s vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2023) and Training APEX Awards (2015-2024).

Under the direction of the Branch Manager, develop new business through the promotion of Credit Union services to new and existing members. Create a positive member experience by ensuring that members receive high quality and courteous service in all interactions. Uncover member needs when opening and modifying all account types including: certificates, IRAs, Coverdell, HSAs, etc., originating and processing consumer loans, and when assisting members with other miscellaneous requests or services. Serve in capacity of teller and receptionist as needed.

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• Member Service: • Provide consistent, courteous and personal service to members. Communicate with all AFCU members, employees and staff in a friendly, professional manner. • Analyze member needs, match products/services to maximize member relationships with the credit union with an effort to increase member wealth, knowledge and financial stewardship. • Open consumer account types, youth, certificates, IRAs, Coverdell, HSAs, etc. and explain various accounts and ownership options. Prepare necessary documentation and complete transaction. • Demonstrate the use of automated services (includes: ITM orientation and troubleshooting, Online Banking, Bill Pay and ATM assistance as needed) to new and existing members in order to increase the percentage of members oriented to automated services. • Open new accounts, revise existing accounts, complete direct deposit requests and internal transfers, and update the account accordingly. Complete in-house Certified Credit Union Financial Counselor program. Provide financial counseling to members as needed. • Obtain documentation for business account requests and refer account to business account specialists. • Recognize and refer mortgage leads to the mortgage department. • Complete transactions such as deposits, withdrawals, loan payments, check cashing, cash advances, cashier's checks, VISA gift/travel money cards and US Savings bond redemption for the member as appropriate. • Investigate member account problems or complaints and make determinations on refunding fees and charges; provide your recommendations to the Branch Manager as warranted by the circumstances. • Rent safe deposit boxes, complete initial documentation and collect initial rent payment, allow member access to safe deposit box as assigned by the manager. • Issue instant issue cards via card wizard instant issue system. • Perform all maintenance to accounts after opening, order/reorder member checks, wires, process stop payment requests, process fraud/theft claims, order copies of member records, close accounts. • Make outbound calls. • Provide notary and/or signature guarantee services. • Properly process all requests utilizing all automated systems of the credit union. • Accept garnishments and levies as served and submit for processing, if approved by the manager
• Organizational Goals: • Responsible for specific, measurable branch goals for deposits, loans, debt protection, GAP and MRC. • Responsible for cross offering services and making referrals for goal attainment based on the credit union’s strategic plan. • Assist with business development contacts that may include onsite visits to potential and existing SEGs. • Refer potential SEGs to marketing for follow up.
• Loan Service: • Interview consumer loan applicants, explain loan options, rates, terms, and collateral requirements, prepare all necessary documents, obtain employment and upload proof of income , obtain credit report – assess member needs and cross-sell credit union services based on business that can be obtained from the credit report and from member cues, finalize loan and disburse funds. Effectively communicate with underwriters who decision loans. • Properly notify member of loan decisions, follow-up on any approved loan to assure disbursement, including closing of approved Home Equity Lines of Credit. Maintain up-to-date knowledge of all aspects of the credit union’s loan products including origination and closing rules and regulations for Home Equity Lines of Credit. Request Auto Valuation Model (AVM) appraisals for HELOC applications and communicate with underwriters who decision AFCU equity loans regarding particulars of each application. Communicate with all AFCU members, employees, and staff in a friendly, professional manner. • Build successful long-term relationships with members by increasing use of credit union services. • Explain the different services and the benefits of each. • Complete paperwork for loan changes and submit for approval. • Consistently offer the credit union’s ancillary products on all eligible loan requests, allowing the member the opportunity to purchase additional protection for their loan.
• Teller Services: • Perform teller duties as required or directed. • Must be able to perform all daily teller duties including opening, closing and balancing the branch accurately. • Consistently deliver quality member service and be a role model for new employees. • Observe all safety and security policies and procedures, must possess a strong knowledge of all teller policies and procedures. • Recognize member needs and recommend appropriate credit union products and services. • Balance a cash box, cash dispense machine, recycler or branch vault as assigned.
• Quality Control: • Responsible for maintaining attention to detail to ensure accuracy of work. • Timely audit and examination of individual work produced is required. Resolve errors in a timely manner. • Identify and communicate to the Branch Manager any product or service-related issues or improvements which would result in higher quality services for the members or improved financial control for the credit union. • Maintain adherence to all credit union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity. • Complete all required regulatory training annually and any additional assigned training in a timely manner. • Assist in opening/closing security procedures of credit union offices.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

Education

• High School Diploma or equivalent is required
• Associate's Degree or equivalent education and related training is preferred
• Obtain the Certified Credit Union Financial Counselor (CCUFC) designation by passing the CUNA Financial Certification Program (FICEP) exam

Work Experience

• 1-3 years of similar or related experience is required

Knowledge, Skills, and Abilities

• A high level of interpersonal skills to conduct productive interviews with loan applicants and cross sell credit union services to the membership.
• Excellent verbal and written communication skills to communicate professionally.
• Must present a friendly and professional manner toward members. Maintain a professional work environment and businesslike appearance.
• Ability to identify, evaluate and resolve member financial needs.
• Knowledge of risk management and loss prevention.
• Must be an accurate typist.
• Must be accurate in all transactions, including cash handling.
• Ability to organize and prioritize work with minimum supervision.
• Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Microsoft Excel, IRA Service Center Software and the internet.
• Must be able to operate or have ability to be trained to operate related office equipment including Biometric SDB Access, calculator, cash dispense machine, laser printer, receipt printers, coin and currency counters, cash recycler, coin scan machine, computer terminal (PC), multifunction copier, check/ID scanner, VISA instant issue machine, Verifone and telephone.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.