Consumer Services Representative

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 260,000 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 (2016-2023) and Training APEX Awards (2015-2024).

Build and maintain successful member relationships by opening new member accounts, while ensuring supporting documentation is received, reviewed and acceptable according to established policies and procedures. Provides information and credit union services to the membership through interactions by telephone, web message, email or mail. #LI-Onsite

Opens new accounts, including share, share draft, Christmas Club, secondary accounts and Money Market.
• Effectively manages online account application queues, while consistently maintaining a high level of accuracy.
• Assists members with inquiries and provides general information about the credit union and its new account policies by mail, telephone or email.
• Completes any servicing that is required post new account creation, which includes but is not limited to, mailing a welcome packet, ordering debit/ATM cards, setting up online banking, notifying other departments of any pertinent information pertaining to the new account
• Maintains up-to-date knowledge of credit union products and services and communicates advantages and benefits to the members in a way that is fluent and insightful. Identifies and executes opportunities around the Credit Union's products and services.
• Responds to new account emails received through the credit union's website within established timeframes.
• Monitors, gathers, and tracks incoming documents, verifying the data collected and submitted.
• Thoroughly reviews all member documentation presented to determine legitimacy, including but not limited to, state or government issued identification and other member presented identifying documentation.
• Reviews fraud alerts and researches member information regarding risk or fraud.
• Recognizes fraud scenarios and documentation such as fraudulent government issue identification, lease agreements, utility statements, paystubs, etc.
• Reviews membership information and identification documents identifying when there are discrepancies or irregularities, to determine the validity of information.
• Performs miscellaneous clerical functions and prepares miscellaneous documents and reports. Sends appropriate letters and notices to members as applicable.
• Answers routine questions from members and staff by phone, email or web messaging, directing them to the appropriate personnel if additional assistance is required.
• Resolves problems that are within authority to resolve and refers problems that are beyond authority to supervisor along with a recommendation.
• Possesses knowledge of all credit union services and products to answer questions from the membership and other outside contacts.
• May assist with training of other personnel in the department as assigned.
• Provides continuous feedback to supervisor.
• Follows 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.
• Reads all internal publications including HUB and Possibilities.
• Performs other duties as required or assigned.

• High School Diploma required
• 1-3 years of similar or related experience preferred
• A high level of problem solving skills, and the ability to communicate in a clear, concise manner
• Must treat all members and outside contacts in a positive and cooperative attitude.
• Excellent verbal communication skills to communicate professionally.
• Works under general supervision and relies on experience and judgment to accomplish the goals of the department
• A high degree of poise and tact to represent the credit union positively to the membership and outside contacts.
• Ability to organize and prioritize work with minimum supervision.
• Must be able to manage multiple projects and prioritize multiple tasks
• Must be accurate in all teller transactions, including cash handling.
• 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), photocopier, and telephone.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.