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Ascend Federal Credit Union · 1 day ago

Consumer Services Representative-Bilingual Preferred

US-TN-Tullahoma

Full-time

Onsite

Entry Level

1+ years exp

Ascend Federal Credit Union is the largest credit union in Middle Tennessee, focusing on member relationships and providing various financial services. The Consumer Services Representative is responsible for opening new member accounts and providing information and support to members through various communication channels.

BankingConsumer LendingFinanceFinancial ServicesLendingRetirement

Responsibilities

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

Qualification

Bilingual communicationCustomer serviceProblem solvingMicrosoft OfficeClerical functionsTeam collaborationTime management

Required

High School Diploma required

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