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Member Service Representative

Ascend Federal Credit Union -

Job DescriptionGeneral Summary: Create a positive member experience by ensuring that members received friendly, accurate and timely assistance when originating consumer loans and opening new accounts, certificates, and IRAs.

Essential Functions

? Interview consumer loan applicants, explain loan options, rates, terms, and collateral requirements, prepare all necessary documents, verify employment, obtain credit report – assess member needs and cross-sell credit union services based on business that can be obtained from the credit report and member cues, finalize loan and disburse funds. Build successful long-term relations with member by increasing use of credit union services. Explain the different services and the benefits of each.

? Approve loans within established guidelines.

? Prepare payroll deduction and direct deposit forms and update ACH/Payroll Manager as needed.

? Complete extension agreements.

? Audit loans disbursed by other Member Service Representatives.

? Resolve problems that are within authority to resolve and refer problems that are beyond authority to manager, along with a recommendation.

? Assist with opening and closing procedures.

? 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.

? Provide notary service to the membership.

? Order member drafts from Harland’s internet site.

? Rent safe deposit boxes, complete initial documentation and collect initial rent payment. Allow member access to safe deposit box as assigned by manager.

? Redeem U. S. Savings Bonds.

? Open new accounts, such as share, share draft, Christmas Club, etc., and explain various accounts and ownership options. Prepare necessary documentation and complete transaction. Audit accounts opened by other employees. Check CIP and New Account paperwork for accuracy.

? Issue instant issue cards and re-pin cards via Card Wizard Instant Issue System.

? Open Business Solutions accounts determining correct entity type and offer products depending on business members’ needs. Prepare necessary documentation and complete transaction. Refer loan leads to manager for follow up.

? Receive training of certificate, IRA and HSA programs, and provide members with information and assistance.

? Hold the appropriate license(s) to offer insurance products sold by credit union.

? Actively participate in credit union marketing promotions and financial center sales programs, i.e. meeting all goals established for the financial center.

? Process stop payments, unauthorized withdrawal and card fraud claims.

? Make outbound calls to new account members. Cross-offer appropriate services and submit monthly report to manager.

? Work pending and approved loan reports taking action as needed. Keep manager advised of status as required.

? Serve as backup to teller and receptionist/greeter, as required.

? Read all internal publications including Source and Possibilities.

Marginal Functions

? Assist with business development contacts that may include on-site visits to existing and potential SEGs. Refer potential SEGs for marketing follow up.

? Perform other duties as required or assigned.

Job RequirementsMinimum Qualifications/Skills/Abilities Required

? Two years college or equivalent experience.

? A high level of interpersonal skills to conduct productive interviews with loan applicants and cross sell credit union services to the membership.

? Must be accurate in all transactions.

? Must present a friendly and professional manner toward members. Maintain a professional work environment and businesslike appearance.

? Regular and reliable attendance is required.

? Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, IRA Service Center Software and the internet.

? Must be able to operate or have ability to be trained to operate related office equipment including Biometric Hand Key Pass Vault System, calculator, cash dispense machine, laser printer, receipt printers, coin and currency counters, cash recycler, computer terminal (PC), multifunction copier, imager, Verifone, telephone and typewriter.

Qualifications Education: Varies
Experience: 2 years

Work HoursCompensationJob typeStart Date
4014.69Full timeJuly 07, 2015

Company Description Our Story

In June 1951 President Harry Truman personally dedicated Arnold Engineering Development Center (AEDC) at Arnold Air Force Base, Tenn. On July 12, 1951, eight people at the Air Force’s new test facility pooled their savings to form a credit union. The first “branch” consisted of a desk in the corner of the Benefits Office of Arnold Research Organization, Inc. (ARO) at AEDC. Membership to AEDC Federal Credit Union was open to the civilian employees and commissioned officers at the base.

In 2006 the credit union’s Board of Directors voted to change the organization’s name to Ascend Federal Credit Union. The reason for the name change was to better differentiate the credit union and create a cohesive, recognizable brand in a crowded financial marketplace. A Strategic Plan was developed that included building new financial centers or remodeling existing ones to fit the brand. Common themes in the new and remodeled facilities include a greeter station and the replacement of traditional teller lines with pods to allow for more personal interaction with members.


Our brand promise is to educate and help members become effective financial stewards. We deliver this promise by asking questions and offering our full, undivided attention to understand your current life situation and future plans before offering solutions.


Our mission is to enhance members’ lives with superior products delivered with service excellence.


Our vision is to elevate members’ trust to establish Ascend as their primary financial institution.

Our tagline is “Raising Possibilities.” All that we do to define and differentiate ourselves from other financial institutions derives from this. We want to help you recognize and raise all the possibilities as we assist you with personal financial solutions.

Contact Information Carly O'Kelley

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