Branch Manager 1

ABOUT US

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 265,000 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.

WHAT WE OFFER

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 (2016-2026) and Training MVP Awards (2015-2026).

WHAT YOU WILL DO EVERYDAY

Coordinate activities and oversee daily functions of financial center operations. Supervise personnel and ensure that credit union policies and procedures are followed, and quality member service is provided. Effectively deal with members and other staff in all areas including problem solving and conflict situations. At this level, manager could be new to the role or not responsible for the increased amount of business as a Branch Manager II or Branch Manager III.

HOW YOU WILL MAKE AN IMPACT

• Direct and oversee daily operations of financial center and supervise personnel.
• Represent the credit union in a friendly, courteous and professional manner, while providing prompt, efficient and accurate information regarding credit union loans, services, policies, and procedures.
• Regularly monitor employee performance and provide feedback, coaching, recognition, rewards, and motivation to all employees.
• Attend various meetings and training sessions to keep updated on job duties or as assigned.
• Prepare performance evaluations for employees and make recommendations for raises, promotions, disciplinary action, or termination. Discuss and set professional goals with each employee. Check and verify employees' timecards. Prepare employee work schedules or assign as needed. Perform quality control on work produced by direct reports for accuracy.
• Keep AVP of Branch Delivery informed of office needs, such as additional staff, problems with equipment, vendors or suppliers, and any serious member or employee complaint or problem.
• Oversee the business development plan of the branch including relationship building contacts with SEGs. Coordinate onsite visits to SEGs and potential SEGs with the Marketing department. Represent the credit union in the community by attending functions where credit union representation is needed. Refer potential SEGs to marketing for follow up.
• Maintain full knowledge of certificate, IRA and HSA programs and provide members and credit union staff with information and assistance.
• Oversee the instant issue of debit and credit cards via Card Wizard Instant Issue System including issuing plastics, re-pin cards and troubleshooting machine issues.
• Follow policies and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Office of Foreign Assets Control (OFAC) daily to ensure compliance with current regulations. Responsible for ensuring all branch personnel are trained and adhere to all BSA, AML, CIP, and OFAC policies and procedures. Maintain OFAC suspect “Hit” Log and forward to Security Department monthly or as required.
• Monitor, review and edit Lobby Tracker for accuracy and wait times. Deploy staff as needed to ensure minimal wait times.
• Actively participate in credit union marketing promotions and branch sales programs in order to meet and exceed financial center goals.
• Provide continuing feedback on branch quarterly goals including progress towards reaching goals as the quarter progresses.
• Support ITM engagement with members and staff. Assist members with using the ITM system. Troubleshoot ITM issues as needed.
• Accept garnishments and levies as served. Coordinate preparation and processing with Legal department as needed.
• Troubleshoot teller outages and report excessive amounts to AVP of Branch Delivery and Internal Audit.
• Attend special meetings and training session. Provide appropriate information, instructions and training to employees to ensure understanding of procedures and policies, and to improve member services.
• Handle member complaints and offer solutions to improve the overall member experience.
• Monitor, review and respond to all Medallia surveys pertaining to the financial center.
• Cross sell credit union services to members and employees, explaining the different services and the benefits of each. Ensure all personnel provide engaging and exceptional service to the membership. Build successful, long-term relationships with members by increasing their use of credit union service and ancillary products through financial education and coach staff to do the same.
• Perform the duties of a financial services officer. Complete the loan application and extension request process, taking action and completing all necessary documentation or steps needed depending on the decision rendered. Educate members and assist in solving problems on rejected loans in an attempt to obtain loan approval. Complete account opening/closing process for all account types offered.
• Be familiar with Business Banking accounts and refer leads to the Business Banking department. Refer loan opportunities to Business Solutions department for follow up.
• Provide notary and signature guarantee service.
• Oversee the financial center’s ordering and usage of supplies. Follow established housekeeping guidelines each month.
• Assist Assistant Branch Manager, if applicable, in auditing and balancing the Cash Dispense Machine, Recycler, coin machine, teller cash boxes, vault cash, travel cards, gift cards, instant issue cards, change fund, and bait money each month. Monitor all vault transactions. Ensure audits are sent to the Internal Audit department monthly and in a timely manner.
• Maintain and monitor proper levels of working cash and cash reserve. Order cash as needed. Prepare and ship or receive cash shipments as needed.
• Assist in opening and closing security procedures of financial center.
• Ensure Check 21 procedures, Federal Reserve/Vol Corp deposit procedures, ITM/ATM check storage, and other check procedures are completed in a timely manner and within required guidelines.
• Maintain a working knowledge of the security system. Must be able to retrieve pictures and information as needed based on transaction time, location and employee information.
• Program security/alarm panel to add/delete authorized employees.
• Conduct quarterly security check of all security equipment and alarms to ensure that all are in good working order. Send quarterly security check to Security department in a timely manner.
• Ensure building maintenance and grounds are properly maintained, equipment outage and service call records are maintained and reported in a timely manner.
• Ensure employees are familiar and trained on safe deposit box procedures.
• Monitor safe deposit box cards and the availability within the branch, if applicable. Assist with the annual collection of rent on all delinquent boxes. Coordinate the scheduling of re-keys and drills of all boxes that remain delinquent or have missing keys. Conduct semiannual audits. Financial centers with Biometric Access: Manage employee sign on accounts by adding/deleting users, and troubleshooting issues.
• Obtain necessary documentation and assist members with completing appropriate paperwork in the event of forgery on an account.
• Represent credit union when obtaining warrants and at court appearances as needed.
• Responsible for assigning and deleting teller access to the website for VISA gift and travel money cards.
• Follow up with Financial Services Officer and Regional Financial Services Officers to ensure approved loans are funded and stalled loans receive appropriate action.
• Monitor water, coffee, and other convenience center items and replenish when needed.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

Please note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The organization reserves the right to modify, add, or remove duties at any time, with or without notice, to meet business needs.

WHAT YOU WILL NEED TO SUCCEED

• Two year degree required
• 3-5 years at credit union or other financial institution required
• Previous credit union experience in all member service and teller areas
• A high degree of poise and tact to represent the credit union positively in outside contacts.
• Ability to organize and prioritize work with minimum supervision.
• Possession of a valid, unrestricted driver's license.
• High quality work with minimum supervision required.
• Excellent member service skills that build high levels of member satisfaction.
• Excellent verbal and written communication skills.
• Must be detail-oriented and member-driven, focusing on providing the highest quality service to members.
• Ability to lead and manage teams of three to ten service representatives effectively.
• Must manage length of call with member.
• Must be accurate in all loan transactions and teller transactions.
• Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Excel and the internet.
• Must have ability to operate or have ability to be trained to operate related office equipment including calculator, check and receipt printers, computer terminal (PC), multifunction copier, telephone and typewriter.
• Technical skills in computers and mobile devices desired.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.