OKLAHOMA CITY – Tinker Federal Credit Union (TFCU) has named Russ High vice president, director of call center. His responsibilities include planning and directing the credit union’s call center and electronic delivery service to its members. He will also train, coordinate and supervise all call center management staff.
Russ has managed TFCU’s member service center (MSC) for over seven years. In 2008, he was named the assistant vice president, manager of call center. Before being promoted to his current position, Russ held the title of vice president, manager of call center.
“It is truly an honor to be chosen to lead this department, and I am appreciative beyond words for the opportunity”, Russ explained. “It is a joy to spend time in a place where I have the privilege of working with people who are just as passionate about member service as I am.”
As a result of Russ’ promotion, Kasey Wasserleben has been named the new assistant vice president, manager of call center, after serving as the Yukon branch manager for over five years.
“Kasey will continue to be a vital part of our team, and, with her branch management experience, she will be able to work with Russ and the MSC team to complement and support the branches and lending department,” said Senior Vice President of Branch Operations Lisa Martinez-Leeper. “Russ, Kasey and team will also be able to fully implement and enforce the attributes of our new enterprise call center solution program.”
TFCU has recently launched a call center solution program that will allow the credit union to better assist the thousands of members who contact the MSC each day. The new program consists of a centralized team of universal representatives who can assist members with a wide array of products and services. It will take advantage of Smart Hold technology and a transfer history tool that saves time and provides key information needed to resolve member issues.
“The member experience we are set to deliver will be more cohesive and member centric,” said Vice President, Director of Call Center Russ High. “We can focus on what our members value most and better align ourselves to the credit union’s vision of making every experience pleasant, satisfying and easy.”
TFCU is the largest credit union in Oklahoma, with $3.4 billion in assets and over 314,000 members.