Meet Our Customer Advocates
Our Customer Care Center team is committed to delivering exceptional personal service to our communities one phone call at a time. Every day, they strive to meet customer needs, from simple questions to more complex issues, with care, expertise, and a genuine desire to help.
Our care center team handles the majority of customer calls daily, and their dedication goes beyond just assisting customers; they collaborate with every department to ensure the best outcomes for our customers. The goal is for our customers to feel valued and supported and experience a sense of relief and satisfaction at the end of every call.
Imagine taking hundreds of calls daily—it's exhausting just to think about it! But that's only the beginning. Our team has to switch gears with every call, never knowing what question or issue will arise next. The amount of information they need to know is mind-blowing. They have to absorb and recall knowledge from every department. Talk about information overload! To us, that's nothing short of impressive. It showcases the incredible talent and adaptability required to excel in a customer service role, not just at our bank, but anywhere.
THANK YOU to our customer care center team for showing up every day with a positive attitude, a customer-centric mindset and a smile on their face. We see you, we appreciate you, and we value you and the work you do. You are our customers' advocates on the regular, and we couldn't thank you more for that!
Many of our customers hear their voices and know their names but have never met them. Meet the person behind the voice!
Zach L. | Customer Care Center Team Lead
A little bit about Zach:
Zach loves spending time outdoors when it's nice, especially kayaking, hiking, and walking his dog. In the chillier months, he cheers on his favorite football teams! If he could have any superpower, it would be the ability to fly.
From Zach to our customers:
As the customer care center team lead, I prioritize putting you first by positioning my team for success. This involves collaborating with all departments within the bank and sharing your feedback and recommendations to drive improvements that enhance your overall experience.
Our collaboration also includes knowledge sharing of our products and services between departments, which equips us to answer your questions more efficiently. Our genuine care for you, our customer, sets our team apart. We strive to go above and beyond to take the necessary time to find answers and solve any problems you may be experiencing.
What I love most about helping our customers is hearing the satisfaction in their voices after they have been helped, and I can tell a huge weight was lifted off their shoulders.
Annie D. | Customer Care Center Specialist
A little bit about Annie:
Annie spends much of her time with her three children, Amelia, Penelope and Cooper, enjoying various weekend activities like swimming, visiting the zoo, fishing and trampoline parks. Annie and her family try to take a trip to a new place every year, embracing the adventures and new experiences! Annie's favorite color is pink, and she loves any kind of pasta. If she could have a superpower, it would be the ability to see into the future.
From Annie to our customers:
As a customer care center specialist, I want to ensure that each call is handled with care and that I'm providing the best assistance to you. What sets our team apart is our genuine pride in helping to eliminate any stress. One of my main goals is to go the extra mile to create positive experiences and solve problems, making a difference in your day. We always collaborate within the customer care center and share ideas across departments to continually enhance your experience.
What I love most about helping our customers is making a positive impact in their day and making sure their needs are met by the end of the phone call.
Brittany B. | Customer Care Center Specialist
A little bit about Brittany:
Brittany is passionate about exploring different creative outlets (drawing, painting, sculpting, etc.). It’s always exciting for her to go through the process of making something new and finally seeing it all come together. She also enjoys going to the movies, especially at the Alamo, even if it’s a movie she's seen dozens of times. Brittany also loves adventure and enjoys traveling and exploring new cities through different attractions and local foods.
From Brittany to our customers:
As a customer care center specialist, I provide you with a wide range of assistance, always striving to meet your needs with attentiveness and care. Despite the sometimes challenging nature of assisting over the phone, I enjoy guiding and educating you on our products and services. The best part is witnessing your excitement and gratitude or that "aha" moment! What I believe sets our team apart is our passion for helping you and constant internal communication to ensure we provide the best guidance and support possible.
What I love most about helping our customers is building relationships. If you’re ever having a tough day, all it takes is a familiar voice to turn it all around! I love hearing about their kids or grandkids, their plans for the day, how their weekend was, you name it. It feels so special when someone wants to share a snippet of life with you!
Debra H. | Customer Care Center Specialist
A little bit about Debra:
Debra has been happily married for 43 years and is blessed with three daughters, three sons-in-law, and five wonderful grandchildren. She loves reading and spending time outdoors. Fun fact: Deb is a fantastic baker and bakes every chance she gets!
From Debra to our customers:
As a customer care specialist, I create an environment where quick thinking meets your ever-changing needs. I love it when I can help a customer and share the excitement of their success; it's truly rewarding!
Our personal approach sets our team apart. We want to ensure that you know you are valued by listening to your concerns and providing tailored, effective solutions. I will always stay with you until your issue is resolved or your questions are answered and follow up to ensure your satisfaction. Collaboration with other departments through open communication and feedback helps us continuously improve how we do business.
What I love most about helping our customers is making a positive impact. I love it when their issues are resolved, and they are happy as we hang up the phone.
Emma W. | Customer Care Center Specialist
A little bit about Emma:
Emma is part-time at the bank and dedicates most of her time to teaching art at Southeast Community College. She enjoys reading, drawing and exploring nature through hiking. If she could have any superpower, it would be teleportation.
From Emma to our customers:
As a customer care center specialist, I genuinely love helping you. Our customer service team is dedicated not only to resolving your issues as quickly as possible but also to ensuring that you feel comfortable, heard, and respected throughout the process. We strive to provide a high level of personal service because your satisfaction is our top priority.
What I love most about helping our customers is problem-solving and making each customer feel comfortable and respected.
Mykal S. | Customer Care Center Specialist
A little bit about Mykal:
Mykal is a dedicated single mom to her 13-year-old son. She loves warm weather and traveling to sunny destinations, especially on Caribbean cruises. Fun fact: Mykal spent 20 years as a flight attendant! If she had a superpower, it would be the ability to see the future.
From Mykal to our customers:
As a customer care specialist, I aim to meet your needs whenever you contact our center. Whether you need help checking balances, assisting with online banking, or resolving account disputes, I am here to provide the best customer service experience possible.
Our team collaborates closely with other departments to go above and beyond, ensuring your satisfaction, retention and loyalty. We strive to answer questions, complete transactions, and resolve issues promptly.