We realize life isn't 8-5, especially right now. Call us any time!
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We understand our members have busy lives. Your financial institution should fit your lifestyle, not the other way around. We have now made our Call Center available 24 hours a day, 365 days a year. Holidays, nights, and weekends, we are ready to help you with your account needs.
We recently sat down with Jason Powers, Senior Vice President of Administration, for a Q&A about the exciting change for our membership.
Q: This is a service that many members have been requesting for a long time. Why was this the right time for Ascend to begin offering 24/7 member service via phone?
A: 24/7 service has been a member service expectation for some time within our industry and market. Our recent system upgrade gave us the right opportunity and offered the needed tools to allow integration with a platform that helps us meet our members’ expectations with high quality, personalized, and anytime service.
What does Ascend hope to accomplish with this service expansion?
We want to give our members access to high-touch professional service with a 24/7 service model. If members need to check their account balance, reset passwords, unlock their online banking account, or review debit or credit card transactions, a representative will be happy to assist them – every day of the year!
How did Ascend make this happen?
We have partnered with a platform that specializes in providing extended contact center support for credit union members. This solution serves as a seamless extension of credit union staff, enabling us to achieve a strategic, competitive advantage. The system upgrade enabled us to utilize this integration to provide our members with the high-quality service they want and deserve around the clock.
Did any Ascend employees lose their jobs or were unfilled positions cut?
As a matter of fact, it has actually been the opposite. During the lead up to our system upgrade we hired additional contact center team members and expanded our contact center hours. The main benefit of our partnership is to supplement our team’s ability to handle typical member service requests overnight, weekends, and holidays.