Last month, we implemented a new and exciting feature for when members call in -- callbacks. The callback feature has been providing members with an improved experience when calling the credit union. Members are taking advantage of this feature and have been able to get a call back from a Member Experience Specialist to assist with their needs without having to wait on hold. We have successfully completed 105 callbacks to members since launching this program on January 14.
93% success rate on callbacks since launching in January!
Town & Country Credit Union has an exceptional group of employees who answer your phone calls. This group of Member Experience Specialists is trained to assist with all of your questions. The Contact Center is located at the 52nd Ave branch in Fargo, but answers calls from all members, no matter your location.
Meet two more Member Experience Specialists!
Meet Erin!
Erin is a Member Experience Specialist and has been with Town & Country Credit Union since May 2022. Besides being on the phone, she also trains new Member Experience Specialists. She is originally from Onalaska, Wisconsin, and has lived in Fargo for about two and a half years. Her favorite part of the job is helping new employees learn the position and seeing them become more comfortable in the role. She also enjoys helping members get through tough situations!
Meet Libby!
Libby is a Member Experience Specialist who has been with Town & Country since August 2022. She has lived all over North America, from California to Manitoba, but is originally from Detroit Lakes, Minnesota. Her favorite part of the job is her strong team of coworkers, as well as knowing a little bit about each department at the credit union and being able to help members when their go-to person is unavailable.
We'll continue to introduce you to our Member Experience Specialists throughout the year so you can get to know the individuals taking your calls and answering your questions.
Questions about your accounts? You can reach the Contact Center at 1-800-872-6358 from 7 a.m. to 7 p.m. Monday through Friday and 8 a.m. to 2 p.m. on Saturday.
