Job description
About Us:
Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $3 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 207,000 members from 29 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, 2017, 2018, 2019, 2020 and 2021) and Training Top 125 (2015, 2016, 2017, 2018, 2019, and 2020).
Overview:
Under general supervision, but in line with established credit union policies and procedures, provide personalized and consistent service, creating a positive member experience, when processing transactions via interactive teller machines. Maintain full knowledge of all member service areas.
Responsibilities:
- Represent the credit union in a courteous and professional manner by following the Member Service Center Standards. Provide prompt, efficient and accurate service in the processing of transactions via interactive teller machines.
- Receive and review all checks and cash for deposit to various accounts, verifying endorsement and negotiability; cash checks and pay money from various accounts upon verification/confirmation of the member and the account balances; enter transactions into credit union records via an online computer terminal.
- Perform other teller duties including balancing and make advances on open-end loans.
- Handle member issues including complaints and errors in an acceptable manner.
- Maintain a basic working knowledge of the ITM (interactive teller machine) Troubleshooting Guide.
- Keep direct supervisor informed of all machine and equipment errors or issues.
- Maintain and encourage a good working relationship between the branches with ITMs and the Member Service Center.
- Cross offer credit union services to members by assessing their needs based on information obtained from member/potential member cues and the Enhanced Member Verification in Episys. Explain the different services and the benefits of each service. Help increase the member’s knowledge about all services in order for the credit union to become the member’s PFI (primary financial institution).
- 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. Assist with/verify all CTRs for accuracy.
- Assist members with the following services as needed: Handle account inquiries and refer new accounts to the financial center most convenient to the member/potential member; perform general account maintenance; refer potential SEG’s for follow up with marketing; block and reorder debit and ATM cards; order drafts through Harland’s internet site; change addresses, phone numbers, and e-mail address when requested; complete member disputes when applicable.
- Complete all required annual training.
- Actively participate in credit union marketing promotions.
- Read all internal publications including Source, Possibilities and Frontline.
Education
- High school graduate or equivalent
Work Experience
- 1-3 years customer service experience is required
Knowledge, Skills, and Abilities
- Look and speak professional and be comfortable in front of a camera.
- Must be accurate in all teller/new account transactions, including cash handling, and have a thorough knowledge of teller operations in order to answer questions and resolve problems.
- Must communicate with members in a positive manner in dealing with member/teller transactions.
- Must be able to manage and prioritize multiple tasks.
- Regular and reliable attendance is required.
- Working knowledge of computer programs including Microsoft Outlook, Word, Excel and the internet.
- Must be able to operate or have ability to be trained to operate related office equipment including calculator, laser printer, receipt printers, computer terminal (PC), multifunction copier, telephone, Interactive Teller equipment and the Teller Now teller platform.
Connect with us on social media such as Facebook, Twitter, Instagram, and LinkedIn Ascend Federal Credit Union is an Equal Opportunity Employer
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