With the new year, comes new changes to the Virtual Branch!
1. The Virtual Branch is undergoing a name change with the new department name of Contact Center. Contact Center aligns more with the industry/market standard.
2. A new position of Contact Center Retail Loan Manager was created, and Josh Rekers will transition to this position. Josh will oversee the Contact Center Loan Specialists (Shane Illing and Zack Lane). This area will focus on consumer loan requests, inbound service calls, and all outbound calling efforts, such as consumer past dues, customer contact follow up, cross sale opportunities, titles/insurance, etc.
3. Lauren Woods new title is Contact Center Customer Service and Fraud Manager. Lauren will oversee the Contact Center Specialists (Tiffany Garrison, Sara Hellman and Daniel Ramirez). These areas primary focus will be on inbound service calls, ITM, fraud resolution, and treasury management support.
4. Elizabeth Maletta will be overseeing the day-to-day operations at Tower Park as part of her current role.
This transition is in the works with our goal to be fully up and running on outbound calling efforts by February 1st.
Josh Rekers from Branch Manager to Contact Center Retail Lending Manager
Lauren Woods from Virtual Branch Manager to Contact Center Customer Service and Fraud Manager
Shane Illing from Virtual Branch Specialist to Contact Center Loan Specialist
Zack Lane from Customer Service Representative to Contact Center Loan Specialist
Sara Hellman from Customer Service Representative to Contact Center Specialist II
Tiffany Garrison from Customer Service Representative to Contact Center Specialist II
Congratulations to all of these employees on their new roles!