Job Description

At Ashland Credit Union (ACU), we look for people who are ready to Own Their Journey! Whether you are just beginning your career or looking to achieve more along your professional journey, ACU is a great place to get you on the path that best serves you and our members. If you have a passion to serve, a desire to work in a fast-paced environment and are willing to bring enthusiasm to work with you each day, then you may just find that ACU is the right fit for you.

Do you have a desire to reach higher and empower those around you? Then your journey brought you to the right place and we would like to meet you.

Life is a journey…Own it!

About Us:

Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

Position Summary:

ACU has an exciting opportunity for an Assistant Sales & Service Supervisor to join our Member Experience Department at our Ashland, KY Headquarters Location. The primary purpose of this position is to assist Ashland Credit Union (ACU) in living out its mission of “embolden our members to reach higher, achieve more, and take control of their financial future.” A key component to this is providing outstanding service to both internal and external members.

Job Responsibilities:

• Lead the teller team to ensure members are given excellent experiences both for service-related needs and financial wellness needs. Oversees the consistency of member service interactions and the utilization of omnichannel tools available to enhance a member's experience.
• Leads the teller team to create and sustain relationships with ACU's members by responding to their service needs, utilizing active listening skills to position referred financial solutions to members. Understands and executes on Ashland Credit Union's strategic mission through the consistent use of financial wellness conversations with each member interaction. These interactions can come from many channels such as in person, over the phone, video banking, web applications, text, and chat. Efforts around this key component measured through member results as measured by data points.
• Uses ACU's policies and procedures to effectively respond to needs which creates a great member experience and solidifies loyalty to the credit union. Assists the Branch Supervisor with teaching, coaching, and training branch tellers and financial wellness consultants, around ACU's policies and procedures and oversees implementation in daily member interactions.
• Understands operational policy and procedures are in place to protect the credit union as well as its members and manages scenarios of risk with sound judgement, high ethics, and prudence. This requires active participation in daily behaviors that are in place to mitigate risk. These action steps are expected to be completed with accuracy, efficiency, and precision. Additionally, coaches direct reports to always adhere to operational risk expectations.
• Always exercises brand ambassadorship with members, employees, ACU board members, and volunteers.
• Consistently completes requires compliance training and enthusiastically participates in ongoing behavioral skill training that equip one for excellent job performance.
• Utilizes available resources to make the most of member opportunities including but not limited to outbound call efforts, service needs to financial wellness referral, targeted outreach campaigns, and center of influences activities. Teaches, coaches, and trains the teller team on creative approaches utilizing the above referenced tools.
• Leads team to consistently meet service and financial wellness standards and goals as defined by senior leadership and ACU's Board. Works with Branch Supervisor to identify gaps and collaborates to quickly readjust approaches
• Manages the life cycle of employee engagement including but not limited to hiring, training collaboration and onboarding, performance management, coaching for success, accountability, recognition, development, mentoring, and work life balance for direct reports.
• Other duties as requested by Supervisor or Senior Management.

Education & Experience Requirements:

High School Diploma or Equivalent

Minimum 5 years of retail sales and service, retail branch banking preferred

Previous experience in leadership roles preferred

Required Skills & Abilities:

Ability to work Monday through Friday 8am-5pm EST

Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.

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