As Town & Country continues to grow, our internal team also grows and transforms to ensure we meet member needs. Our latest addition has been the creation of a Digital Services department. This newly formed team will provide our members get the most out of their "digital" experience. At Town & Country, "digital" refers to all products or services accessible to our members online and within the mobile app. Also housed within this department is our Contact Center.

The Contact Center is a team of six Town & Country employees that handle incoming phone calls from our members, answering straightforward questions like "What is my balance" to fulfilling requests like transfers, opening CDs, making loan payments and much more. They also help members needing assistance with TCCU online and our mobile app.

The Digital Services team not only oversees our current programs and products but will also be responsible for evaluating new services that could better benefit the staff and members of Town & Country. "In our evolving world, technology remains a vital tool for managing finances," commented Senior Executive Vice President Kalli Schell. "This team will be essential in ensuring that we provide members with innovative products while providing the best service possible," she added.

Meet the Digital Services Team Leaders:

Clayton Lilleby joins Town & Country as VP of Digital Services. He brings over 20 years of experience in personal banking, private banking, branch management, mortgage lending, and retail sales. In this new role, he will lead the Digital Services team. He will plan and execute digital strategy while collaborating on new and innovative ideas with his team.

Stephen Sanford has been promoted to Digital Services Specialist. He has been a part of Town & Country for three years and most recently held the title of Contact Center Supervisor. In this role, he will be responsible for testing and implementing new features for consumer & business online banking, providing members with digital services support and implementing new digital offerings to benefit our members.

Crystal Mercer has been hired as Contact Center Supervisor. She was born and raised in Fargo, ND, and resides in West Fargo. Crystal brings over ten years of experience in cross-department coordination and direction, client services, multi-team supervision, leadership and implementation. In her new role, she will lead the contact center team, ensuring members are getting the help they need and being provided with the best experience.

Clayton Lilleby
VP of Digital Services