Lebanon Receptionist

About Ascend

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 focuses on the expansion and diversification of the select employee groups it serves, creating 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, a 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. Employees are the face of the credit union, and their personal successes fuel the success of the team. Through collaboration between employees, management, membership, and the Board, Ascend propels the credit union forward.

What We Offer

Ascend provides rewarding career opportunities, competitive benefits, and a unique work culture. The credit union’s commitment to employees is fostered by its dedication to member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend’s vision to be the most loved credit union in its market has earned distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2025), and Training MVP Awards (2015-2026).

Responsibilities

• 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.
• Provide personalized and consistent service by creating a positive member experience while adhering to established credit union policies and procedures.
• Greet members and non-members, ascertain their needs, update the lobby traffic log, and warmly handoff the member to the appropriate service representative or assist them with Teller Services.
• 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 calls, take messages, or route calls 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, including 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 machines if applicable to the branch location.
• Assist members in completing appropriate paperwork and set-up for services, explain services, and demonstrate their use.
• 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.
• Order checks, prepare stop payments, wires, order 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.

Requirements

• High school graduate or equivalent.
• Ability to communicate with members, non-members, and co-workers in a positive, friendly manner.
• Professional image and demeanor.
• Accuracy in all telephone and account maintenance transactions.
• Working knowledge of Microsoft Office Products, specifically Outlook.
• Ability to operate or 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.