Smyrna Receptionist

Ascend Federal Credit Union•Smyrna, TN

1d•Onsite

About The Position

Ascend is the largest credit union in Middle Tennessee and one of the largest in the U.S., with over $4 billion in assets and serving over 260,000 members with approximately 650 employees across 27 branches, a Regional Operations Center, Teller Center, and Corporate Headquarters. The credit union focuses on expanding and diversifying its select employee groups, ensuring security for the credit union and its member-owners. Ascend values its employees as critical to its sustained success and future growth, fostering a collaborative environment where personal successes fuel team success. Ascend offers rewarding career opportunities, competitive benefits, and a unique work culture, aiming to be the most loved credit union by employees and members. It has received distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2025), and Training MVP Awards (2015-2025).

Requirements

High school graduate or equivalent
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.

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.
Maintain full knowledge of all member service areas.
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.
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.