Hermitage Financial Services Officer

Ascend Federal Credit Union•Nashville, TN

8d•Onsite

About The Position

The Hermitage Financial Services Officer works under the direction of the Branch Manager to develop new business by promoting credit union services to new and existing members. The role creates a positive member experience through courteous, high-quality service, identifies members’ financial needs, and supports member relationships through account services, consumer lending, teller services, referrals, and financial counseling. The employee also serves as a teller and receptionist as needed. The position supports branch goals for deposits, loans, debt protection, GAP, and MMP; promotes cross-selling and referrals; and assists with business development. It requires accurate transaction processing, attention to detail, adherence to credit union policies and regulatory requirements, and timely completion of required training. The employee may perform other duties as assigned, and the organization may modify the position’s duties to meet business needs.

Requirements

High school diploma or equivalent.
At least one year of customer service experience; the posting lists 1–3 years under Work Experience.
Obtain the Certified Credit Union Financial Counselor (CCUFC) designation by passing the CUNA Financial Certification Program (FICEP) exam.
Strong interpersonal skills for conducting productive loan interviews and cross-selling credit union services.
Excellent verbal and written communication skills.
Friendly and professional manner toward members; professional work environment and businesslike appearance.
Ability to identify, evaluate, and resolve members’ financial needs.
Knowledge of risk management and loss prevention.
Accurate typing and accuracy in transactions, including cash handling.
Ability to organize and prioritize work with minimum supervision.
Working knowledge of Microsoft Word, Outlook, Excel, Teams, IRA Service Center Software, and the internet.
Ability to operate, or be trained to operate, related office equipment, including a PC, calculator, biometric safe-deposit-box access equipment, cash dispense machine, laser and receipt printers, coin and currency counters, cash recycler, coin scanner, multifunction copier, check and ID scanner, VISA instant-issue machine, cash advance machine, and telephone.
Regular and reliable attendance.

Nice To Haves

Associate’s degree or specialized financial services training.

Responsibilities

Provide courteous, personal service to members and communicate professionally with members, employees, and staff.
Analyze member needs and recommend appropriate products and services to strengthen member relationships and support financial well-being.
Open consumer, youth, certificate, IRA, Coverdell, HSA, and other accounts; explain account types and ownership options; prepare documentation; and complete transactions and account maintenance.
Demonstrate automated services, including ITMs, online banking, bill pay, and ATMs, to members.
Complete direct deposit requests and internal transfers; update, revise, and close accounts; order member checks; and process wires, stop payments, fraud or theft claims, and records requests.
Complete the in-house Certified Credit Union Financial Counselor program and provide financial counseling as needed.
Obtain documentation for business account requests and refer them to business account specialists; recognize and refer mortgage leads.
Perform member transactions, including deposits, withdrawals, loan payments, check cashing, cash advances, cashier’s checks, gift or travel money cards, and U.S. Savings Bond redemptions.
Investigate account problems and complaints, determine whether fees or charges should be refunded, and make recommendations to the Branch Manager as appropriate.
Rent safe deposit boxes, complete initial documentation, collect initial rent, and provide member access as assigned; issue instant-issue cards.
Make outbound calls; provide notary or signature-guarantee services; process requests through credit union systems; and accept garnishments and levies for processing when approved by the manager.
Support branch goals for deposits, loans, debt protection, GAP, and MMP through cross-selling, referrals, and business development contacts, including visits to potential and existing select employee groups; refer potential select employee groups to Marketing.
Interview consumer loan applicants; explain loan options, rates, terms, and collateral requirements; prepare documents; obtain employment and income documentation and credit reports; assess needs; cross-sell services; finalize loans and disburse funds; and communicate with underwriters.
Notify members of loan decisions, follow up on approved loans through disbursement, including approved Home Equity Lines of Credit, and maintain knowledge of loan products and applicable origination and closing rules.
Complete loan-change paperwork and submit it for approval; offer ancillary products on eligible loan requests.
Perform teller duties as required, including opening, closing, and accurately balancing the branch; balance cash boxes, cash dispense machines, recyclers, or the branch vault as assigned.
Deliver quality teller service, model good service for new employees, recognize member needs, recommend services, and follow teller safety, security, and operating procedures.
Maintain accurate work, audit and examine individual work promptly, resolve errors, and alert the Branch Manager to service or product issues and opportunities for improvement.
Follow credit union policies, procedures, and regulatory requirements; complete annual regulatory and other assigned training on time; and assist with office opening and closing security procedures.
Read internal publications, including HUB and Possibilities, and perform other duties as required or assigned.