Financial Services Officer - Northshore

ORNL Federal Credit Union•Knoxville, TN

About The Position

At ORNL Federal Credit Union, the Financial Services Officer (FSO) delivers a high level of member service by building strong relationships and providing comprehensive financial solutions that meet member and employee needs. The role assists members with financial transactions and services, including deposit accounts, consumer loans, Individual Retirement Accounts (IRAs), commercial accounts, certificates, fraud education and resolution, and other credit union products and services. The FSO serves as a trusted advisor, identifying opportunities to improve members’ financial well-being, support credit union growth, and ensure compliance with established policies and procedures. The FSO supports members with account and loan needs, teller transactions, fraud prevention, documentation, and compliance. The role also contributes to branch operations, security, organizational initiatives, sales and service goals, and a positive member experience. Other job-related duties may be assigned as required.

Requirements

At least 1 year of customer service and/or sales experience.
High school diploma or GED, or an equivalent combination of education, training, work-related experience, or military experience.
Excellent written and verbal communication skills, including the ability to interact with and make recommendations to all levels of the organization.
Excellent organizational and analytical skills and reasoning ability.
Working knowledge of Microsoft Office Suite.
Strong customer service orientation.
Attention to detail and mathematical ability to perform very basic math skills.
People-focused and able to work well with others.

Nice To Haves

At least 1 year of lending experience.
At least 1 year of financial services experience.

Responsibilities

Provide professional, courteous, and personalized service while building strong member relationships.
Assist and guide members with financial transactions, and open, maintain, and close consumer and commercial accounts.
Answer questions about products and services and work with business partners to identify solutions beyond the employee’s scope.
Conduct member conversations to assess borrowing needs and recommend appropriate loan and ancillary products.
Guide members through consumer loan applications and identify opportunities to deepen member relationships.
Follow lending guidelines and clearly communicate loan decisions, approval terms, denial reasons, payment options, and lending requirements.
Assist members with teller transactions, providing accurate, efficient, and professional service.
Maintain knowledge of fraud trends and prevention practices to identify and mitigate potential risks.
Process transactions within established authority limits and policies, and collaborate with coworkers to support branch operations and a positive member experience.
Review system information, supporting documents, disclosures, and agreements to ensure documentation is accurate and complete.
Verify member information for compliance with credit union policies, regulatory requirements, and established procedures.
Maintain accuracy to minimize risk and support sound practices.
Safeguard confidential information, follow security procedures, and remain alert to risks to members, employees, and credit union assets.
Support branch and credit union initiatives by participating in sales, service, and operational goals.
Contribute to team success and foster member engagement through advocacy of credit union products, services, and community involvement efforts.
Perform other job-related duties as required.