Cards Processor

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 (2016-2023) and Training APEX Awards (2015-2023).

The Card Services Processor reports to the Card Services Manager and is responsible for providing guidance and support to credit union staff on all card related issues. Maintain and support day-to-day operations and servicing of ATM, debit, and credit card accounts in an efficient and compliant manner.

• Take employee and member calls and display a high level of interpersonal skills pertaining to questions included but not limited to card orders, declines, blocks, access records, instant issue questions, tokenization, and card control.
• Act as a subject matter expert and provide direction to employees for all card questions, functions, and issues.
• Provides high level of customer service to assist internal stakeholders and members with card issues and concerns, understanding their sense of urgency and able to respond and solve issues in a timely manner.
• Order all central issuance card. Verify orders on the Core with the card personalization vendor production reports. Expedite card orders and request pull/destroy cards as necessary.
• Reissue expiring cards to members verifying information is correct before file is sent to the card vendor.
• Print instant issue cards at the Admin Building. Responsible for loading machine, balancing, and auditing card stock.
• Assist branches with instant issue inquiries and problems. Pull various production reports. Assist IT with testing and projects.
• Work the Falcon Credit Card Case Activity Report and take necessary action. Monitor reports for unusual trends and transaction activity.
• Communicate with the fraud group to close cases for debit and credit cards and confirm if suspicious transactions were fraudulent.
• Place stop payments on recurring card transactions.
• Update parameter tables for Ascend proprietary ATMs and MoneyTower/All Point ATMs to ensure members are not accessed an ATM fee.
• Prepare other reports and statistics as requested by Management.
• Assist with credit card corrections and refund interest and late fees.
• Work credit/debit card reports daily, weekly, and monthly and performs all necessary maintenance and corrections.
• Contact card vendors as necessary to report or escalate issues.
• Act as a project liaison for assigned area of responsibility.
• Review processes and look for ways to improve and streamline to make job duties more efficient.
• Read all internal publications including Source, Possibilities, and training materials.
• Assist with backing up positions within the Card Services Department.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

Qualifications

• High school degree or equivalent required
• Two years of college or equivalent experience preferred
• 3-5 years of similar or related experience required
• Must be accurate in all transactions and duties performed.
• Must possess good verbal communication skills.
• Must be proficient typist especially with number keypad.
• Must be able to meet deadlines and work well under pressure.
• Ability to organize, follow-up, prioritize tasks, and handle a variety of assignments concurrently with minimum supervision.
• Working knowledge of computer programs including Microsoft Word, Microsoft Excel, and internet desired. Must be able to be trained on the PSCU software.
• Ability to operate or have ability to be trained to operate related office equipment including calculator, computer terminal (PC), multifunction copier, receipt and check printers, telephone and instant issue.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.