Ascend Federal Credit Union · 21 hours ago
Clarksville Branch Manager I
Clarksville, TN
Full-time
Onsite
Mid Level
3+ years expAscend Federal Credit Union is the largest credit union in Middle Tennessee, focused on providing rewarding career opportunities and exceptional member service. The Branch Manager I will oversee daily operations of the financial center, supervise personnel, and ensure compliance with credit union policies while enhancing member satisfaction.
BankingConsumer LendingFinanceFinancial ServicesLendingRetirement
Responsibilities
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
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
Qualification
Required
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
Regular and reliable attendance is required
Preferred
Technical skills in computers and mobile devices desired
Benefits
Competitive benefits
Company
Ascend Federal Credit Union
Ascend Federal Credit Union is a bank that offers consumer loans, retirement planning, investment, and banking services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Matt Jernigan
President and CEO
David Feldhaus, CPA
Chief Financial Officer
Recent News
Hartford Business Journal
2025-10-13
Seattle TechFlash
2025-08-15
Company data provided by crunchbase