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Ascend opens largest ITM Member Service Center in Middle Tennessee

Ascend News | 07/08/20
Member Service Center

We are happy to announce the opening of a new, state-of-the-art member service center. The new building, located on Ledford Mill Road in Tullahoma, is the home office for 45 employees, 24 of which joined Ascend in December. These employees comprise the remote Interactive Teller Machine (ITM) video customer service team and are the largest ITM credit union team in Middle Tennessee.

With the new office, we are able to better serve all of our 27 branch locations across Middle Tennessee via 57 ITMs at those locations. Hours of operation for the exterior ITMs are 7 a.m. to 7 p.m. Monday through Saturday. Branches with exterior ITMs also function as deposit-taking ATMs 24 hours a day, seven days a week.

“Since Ascend debuted ITMs six years ago, Zoom-type video technology has become a popular way to communicate in our daily lives — especially with today’s health concerns,” said Tracy Moore, vice president of retail delivery. “We’re excited to expand our team, so more of our members can complete virtually any transaction with a real employee at a time when it is most convenient for them. With everyone in one place, safely spaced apart, it also helps reduce overall operating costs by centralizing our internal banking services, which streamlines processes, translating to a more efficient member experience. As our members are also part-owners, it is also fiscally prudent, helping the bottom line.”

We were one of the first credit unions in Tennessee to implement ITM technology in 2014. Representatives receive extensive training to assist members using this technology, which can do everything an ATM can do and much more. This includes remotely accepting cash and checks, and performing the same transactions as members would at a traditional teller line, such as withdrawing funds from their account, cashing checks and receiving cash and coins back from the transaction. In addition, the audio-video link adds a more personal, private experience than an ATM, with a deeper focus on the individual customer.

The new building’s modern design is as beautiful as it is functional. Amenities include adjustable height desks with individual workspaces for employees to assist members privately, and managers nearby to assist as needed. There is a large staff break room and kitchen area, as well as lockers for employees to store personal items.

“Everyone loves the bright and contemporary new space, and the building will meet members’ needs for many years to come, as Ascend plans to expand its footprint with additional locations and ITM machines in 2020 and beyond,” added Moore.

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