Relationship Representative - Full-time / Part-time

Relationship Representative

***Must apply online at www.ascendfcu.org/apply-now to be considered. Must also complete three pre-employment tests located at the end of the application.***

Location - 782 Old Hickory Blvd # 101, Brentwood, TN 37027

Hours : Monday - Friday 7:45 a.m. to 6:15 p.m., Saturday 8:45 a.m. - 1:15 p.m.

Reports To: Branch Manager

General Summary: Create a positive member experience by ensuring that members receive friendly, accurate and timely assistance when opening and modifying all account types including business accounts, certificates, IRAs, Coverdell, HSAs, etc. as well as assisting members with other miscellaneous requests, services or functions as needed. Serve in the capacity of a teller and greeter as needed.

Essential Functions

• Represent the credit union to the member in a courteous and professional manner. Provide prompt, efficient and accurate service in the processing of transactions.
• Handle member issues including complaints and errors in an acceptable manner. Assist members with account inquiries, Freedom Card and VISA disputes or fraudulent transactions.
• Open all consumer account types, certificates, IRAs, Coverdell, HSAs, etc. and explain various accounts and ownership options. Prepare necessary documentation and complete transaction.
• Open business accounts and explain various account options. Prepare necessary documentation and complete transaction. Look for all loan opportunities and offer a referral to our Business Solutions Department.
• Cross offer credit union services to members by assessing their needs based on information obtained from member/potential member cues, cross-sell messages in Teller Navigator, as well as reviewing the new account credit report. Explain the different services and benefits of each product to increase the member’s knowledge about all services in order for the credit union to become the member’s PFI (primary financial institution) and build a successful long-term relationship.
• Audit accounts opened by other employees. Check CIP and new account paperwork for accuracy.
• Make outbound calls to new account members. Cross-offer appropriate services and submit monthly report to manager. Refer loan leads to manager for follow up.
• Discuss potential loan products and services and provide basic information to members or potential members including loan options, rates, terms, etc. If member wants to proceed with an application provide a warm hand off to an available MSR or sign them in to be seen by next available MSR. If member cannot wait, refer the lead to the manager.
• Discuss and process requests for consumer loan extensions.
• Discuss and process home equity advances.
• Issue instant issue cards and re-pin cards via Card Wizard Instant Issue System.
• Process stop payments, process research requisitions, obtain statement copies; make advances on open-end loans, process advances on credit cards including operation of the Verifone to obtain authorization from the credit card company.
• Assist members in signing up for payroll deductions or direct deposit. Prepare the correct forms and maintenance the member's account accordingly. Forward documents to correct department or employer.
• Assist members with using the PASSport VTM system. Troubleshoot VTM issues as needed.
• Maintain and monitor the limited levels of working cash and cash reserve (dependent on VTM or Traditional teller setup at location assigned). Order cash as needed. Assist with preparing and verifying coin shipment to and from Fed, shipment of unfit, mutilated or counterfeit currency for proper credit and coordinate armored car service manifest. Post and secure shipments of travel cards and gift cards.
• Assist with business development contacts that may include onsite visits to existing and potential SEGs. Refer potential SEG’s for marketing follow up.
• Actively participate in credit union marketing promotions and branch sales programs, in order to meet and exceed financial center goals.
• Process Wire requests and redeem U.S. Savings Bonds.
• Rent safe deposit boxes, complete initial documentation, and collect initial rent payment. Allow member access to safe deposit box, or follow procedures to set up biometric reader access, if applicable.
• Follow policy 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.
• Provide notary service.
• Process check orders through the Harland website.

Marginal Functions

• Perform all teller duties as required, including balancing cash drawer daily, balancing and submitting electronic checks in E-Desk, etc.
• Serve as greeter as needed.
• Assist in the opening and closing security procedures of the credit union offices.
• Regular and reliable attendance is required.
• Perform other duties as required or assigned.

Minimum Qualifications/Skills/Abilities Required

• High school graduate or equivalent.
• Must be accurate in all teller transactions including cash handling.
• Must communicate with members in a positive manner in dealing with member/teller transactions.
• Working knowledge of computer programs including Microsoft Outlook and the internet.
• Must be able to operate or have ability to be trained to operate related office equipment including calculator, cash dispense machine, cash recycler, laser printer, receipt printers, check scanner, coin and currency counter, coin scan machine, computer terminal (PC), multifunction copier, imager, Verifone, telephone and Biometric Hand Passvault system, if applicable.