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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 250,000 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.

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 (2016-2025) and Training MVP Awards (2015-2026).

Receive, greet, and provide a variety of service functions for credit union members and non-members. Direct members and non-members to and assist with the Teller Services experience. Under general supervision, but in line with established credit union policies and procedures, provide personalized and consistent service by creating a positive member experience. Maintain full knowledge of all member service areas.

#LI-Onsite

• Greet members and non-members, ascertain their needs, update the lobby traffic log to ensure the proper personnel are alerted, and warmly handoff the member to the appropriate service representative or assist them with the Teller Services experience, if needed.
• Assist members and non-members with inquiries and provide general information regarding the credit union.
• Handle member issues including complaints and errors in an acceptable manner.
• Answer telephone and take message or route call to appropriate personnel.
• Provide account information requested by members such as account balance, cleared check information, deposits, withdrawals, transfers, checks returned, check verification, etc. Post requested transactions that cannot be handled through Teller Services which include credit card cash advances, cashier's checks and coin machine vouchers. Assist with transactions if member traffic warrants or during ITM downtime.
• Perform maintenance to personal consumer accounts including address changes, ownership changes, and name changes.
• Troubleshoot ITM issues and complete ITM disputes as needed.
• Assist members and non-members with self-service coin machine if applicable to the branch location.
• Assist members in completing appropriate paperwork and set-up for services. Be able to explain services to the member and demonstrate the use of the service. Cross sell when appropriate and make referrals for follow up by a financial services officer.
• Issue instant issue cards via Card Wizard Instant Issue system. Assist with debit card disputes and card fraud.
• Assist with mail and courier work.
• Other duties include ordering checks, preparing stop payments, wires, ordering copies of statements and checks, issue direct deposit letters and proof of account letters.
• 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.
• Assist with opening and closing duties of the branch.
• Provide notary service (if applicable).
• 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.

Education

• High school graduate or equivalent

Knowledge, Skills, and Abilities

• Must be able to communicate with members, non-members, and co-workers in a positive, friendly manner.
• Must present a professional image.
• Must be accurate in all telephone and account maintenance transactions.
• Working knowledge of Microsoft Office Products, specifically Outlook.
• Must have ability to operate or have ability to be trained to operate related office equipment, including computer terminal, receipt and check printers, calculator, fax machine, copier, telephone, and cash advance machine.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.