Charlotte Financial Services Officer

Ascend is the largest credit union in Middle Tennessee and one of the largest in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend focuses on expanding and diversifying the select employee groups it serves, creating greater security for the credit union and its member-owners. Approximately 650 employees serve more than 250,000 members from 28 Middle Tennessee branch locations, a 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.

What We Offer

Ascend provides rewarding career opportunities, competitive benefits, and a unique work culture. The credit union’s commitment to employees is fostered by its dedication to member-owners, ensuring dedicated and engaged employees. Ascend’s vision to be the most loved credit union in its market has earned distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2025), and Training MVP Awards (2015-2026).

Responsibilities

• Develop new business through the promotion of Credit Union services to new and existing members, ensuring a positive member experience with high-quality and courteous service.
• Uncover member needs when opening and modifying accounts (certificates, IRAs, Coverdell, HSAs, etc.), originating and processing consumer loans, and assisting with miscellaneous requests.
• Serve as a teller and receptionist as needed.
• Provide consistent, courteous, and personal service to members, communicating professionally with all members, employees, and staff.
• Analyze member needs and match products/services to maximize member relationships, increasing member wealth, knowledge, and financial stewardship.
• Open consumer accounts (youth, certificates, IRAs, Coverdell, HSAs, etc.) and explain various accounts and ownership options.
• Prepare necessary documentation and complete transactions.
• Demonstrate the use of automated services (ITM, Online Banking, Bill Pay, ATM) to new and existing members.
• Open new accounts, revise existing accounts, complete direct deposit requests, internal transfers, and update accounts accordingly.
• Complete the in-house Certified Credit Union Financial Counselor program and provide financial counseling to members as needed.
• Obtain documentation for business account requests and refer accounts 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 U.S. Savings bond redemption.
• Investigate member account problems or complaints, make determinations on refunding fees and charges, and provide recommendations to the Branch Manager.
• Rent safe deposit boxes, complete initial documentation, collect rent payments, and allow member access as assigned.
• Issue instant-issue cards via the card wizard system.
• Perform all account maintenance after opening, order/reorder member checks, process wires, stop payment requests, fraud/theft claims, and close accounts.
• Make outbound calls and provide notary and/or signature guarantee services.
• Process all requests using the credit union’s automated systems.
• Accept garnishments and levies as served and submit for processing if approved by the manager.
• Responsible for specific, measurable branch goals for deposits, loans, debt protection, GAP, and MMP.
• Cross-sell services and make referrals for goal attainment based on the credit union’s strategic plan.
• Assist with business development contacts, including onsite visits to potential and existing SEGs, and refer potential SEGs to marketing.
• Interview consumer loan applicants, explain loan options, rates, terms, and collateral requirements, and prepare all necessary documents.
• Obtain employment verification and proof of income, assess member needs, and cross-sell credit union services.
• Finalize loans and disburse funds, communicating effectively with underwriters who decision loans.
• Notify members of loan decisions and follow up on approved loans to ensure disbursement, including closing approved Home Equity Lines of Credit.
• Maintain up-to-date knowledge of all loan products, including origination and closing rules for Home Equity Lines of Credit.
• Build successful long-term relationships with members by increasing the use of credit union services.
• Explain different services and their benefits, complete paperwork for loan changes, and submit for approval.
• Consistently offer ancillary products on all eligible loan requests.
• Perform teller duties as required, including opening, closing, and balancing the branch accurately.
• Deliver quality member service and serve as a role model for new employees.
• Observe all safety and security policies and procedures, maintaining strong knowledge of teller policies.
• Recognize member needs and recommend appropriate credit union products and services.
• Balance a cash box, cash dispenser machine, recycler, or branch vault as assigned.
• Maintain attention to detail to ensure accuracy of work and resolve errors in a timely manner.
• Identify and communicate product or service-related issues or improvements to the Branch Manager.
• 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.

Requirements

• High School Diploma or equivalent (required).
• Associate’s Degree or specialized financial services training (preferred).
• Obtain the Certified Credit Union Financial Counselor (CCUFC) designation by passing the CUNA Financial Certification Program (FICEP) exam.
• 1-3 years of customer service experience (minimum of one year required).

Skills

• High level of interpersonal skills to conduct productive interviews with loan applicants and cross-sell credit union services.
• Excellent verbal and written communication skills for professional interactions.
• Friendly and professional manner toward members, maintaining a professional work environment and appearance.
• Ability to identify, evaluate, and resolve member financial needs.
• Knowledge of risk management and loss prevention.
• Accurate typing and cash-handling skills.
• 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 on office equipment, including Biometric SDB Access, calculator, cash dispenser, laser printer, receipt printers, coin and currency counters, cash recycler, coin scan machine, computer terminal, multifunction copier, check/ID scanner, VISA instant issue machine, cash advance machine, and telephone.
• Regular and reliable attendance.