Digital Banking 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 27 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 (2016-2025) and Training MVP Awards (2015-2025).

The Digital Banking Representative reports to the Digital Banking Manager. This role supports all back-office processing for the Digital Banking Department, including but not limited to, online banking registrations, online statement registrations, member service emails, secure emails and live chat sessions. The Digital Banking Representative will also provide information and credit union service suggestions to the membership through interactions by telephone, web message, email or mail. This role is also responsible for the daily operation of the Online Banking system including online banking and the mobile app. The Digital Banking Representative would need to be knowledgeable in troubleshooting processes to assist members and employees reporting any errors and coordinate resolution to errors with both the Digital Banking Manager and third-party vendors. The Digital Banking Department provides support for online banking and mobile app issues including online bill payment services and online statements. Troubleshoot member issues and escalate to Digital Banking Lead or Manager, as necessary.

#LI-Onsite

Assist members with inquiries and provide general information about the credit union and its policies by telephone, web message, email or mail.
• Check Admin Platform for Online Bill Pay applications. If any applications were not automatically approved, manually approve and set up service.
• Process email requests using established guidelines. Check member service email folder throughout the day. Acknowledge their email was received with either a reply to their inquiry or notify the member a response will be forthcoming after the information is researched or obtained. Research members' questions and provide information requested to member. Forward emails received to appropriate department for response, if necessary.
• Respond to live chat sessions using established guidelines.
• Assist members and employees with software, hardware, security issues and other problems for Online Banking and Mobile App, Online Bill Payment, and Online Statement availability.
• Perform daily tests of all application types to establish that system functions are working properly.
• Act as liaison between members and service providers for Online Banking and Mobile App, Online Bill Payment, and Online Statement problems.
• Review fraud alerts and research member information regarding risk or fraud.
• Recognize fraud scenarios, block online access and inform Security Department of suspicious activity.
• 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.
• Cross sell credit union services to members, explaining the different services and the benefits of each.
• Review and report any changes to the web site such as application updates, rate pages (loans and deposits). Notify the Digital Banking Manager of any additional changes or errors that need immediate attention.
• Keep the Digital Banking Manager informed of department's needs, such as training problems, problems with equipment, vendors or suppliers, and any member-related problems, concerning suggestions or internet service.
• Contact vendors and/or IT Department when problems arise with services. Keep Digital Banking Manager informed of potential problems that are not being resolved so a call can be made to escalate the problem higher if needed.
• Receive inquiries from the membership. Must be knowledgeable of all credit union services, various departments, etc. to answer questions from the membership and other outside contacts. Must be able to question the member to obtain a full understanding of the member's needs and assist without transferring the call or chat interaction to another employee/department.
• Assist employees with problem solving, sensitive member relations problems, and clarification of procedures or policies relating to Online Banking, as needed.
• Notify Digital Banking Manager of any problems that arise with the membership, services, equipment, etc.
• Attend special meetings and training sessions, as required.
• Work on special projects as assigned.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

Please note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The organization reserves the right to modify, add, or remove duties at any time, with or without notice, to meet business needs.

Education

• Associate's Degree Two year college or equivalent experience is required

Work Experience

• 1-3 years of similar or related experience is required
• Previous credit union experience is preferred

Knowledge, Skills, and Abilities

• A high level of problem solving skills to coordinate the Online Banking functions.
• Excellent verbal communication skills to communicate professionally.
• A high degree of poise and tact to represent the credit union positively in outside contacts.
• Ability to organize and prioritize work with minimum supervision.
• Must be able to manage multiple projects and prioritize multiple tasks.
• Possession of a valid, unrestricted driver's license.
• High quality work with minimum supervision required.
• Excellent written skills required.
• Working knowledge of computer programs including Microsoft Word, Outlook and Excel and the internet required.
• Ability to operate or have the ability to be trained to operate related office equipment including calculator, computer terminal (PC), multifunction copier, receipt and check printers, and telephone.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.