Wednesday, May 21, 2008
In an industry where technology supports how credit unions support their members' financial needs, over 200 credit unions in New England and upstate New York have come to rely on Synergent for their quick response to questions, knowledgeable staff, and unwavering support. Luke Labbe, President/CEO of PeoplesChoice CU, said that it is important for his credit union to partner with an organization that upholds the level of service that they offer their members. "PeoplesChoice is truly impressed with the responsiveness and attention of the Synergent staff to the point that it feels like we are their only client," he said. "Credit unions are the embodiment of service and Synergent understands and embraces this philosophy at a very high level."
At Synergent, a credit union's service experience begins the moment they call its corporate office and hear a live voice. Wendie Geiger, Receptionist for Synergent, said she makes every effort to ensure that credit unions receive the solutions they are looking for. "As a receptionist, I see the need to provide answers and assistance to our credit unions as quickly as possible. By communicating with callers who may have questions or issues, and by keeping up to date on our services, I can guarantee that they reach the correct department," she said.
Rebekah Higgins, Card Services Manager, said that the credit unions served by Synergent are a great part of what inspires the organization to maintain these standards. "I think that we have very high service standards that are set by the credit unions we provide this service to. The financial services industry is very competitive and in most cases everybody can match pricing without issue, but there are few if any service providers that respond to credit union needs the way that Synergent does," she said. "We ensure this by a lot of open communication between staff members and other internal resources. We also have an excellent working relationship with our business partners that allows us to provide quick and accurate responses."
In Technology Services, even the way the department is structured is designed with superior service in mind. "Each credit union has an assigned Account Relationship Manager (ARM) and a dedicated team to give them answers to their questions as quickly and efficiently as possible," explained Diane Roy, Account Relationship Manager. "Another responsibility of the ARM is to conduct site visits to ensure the credit union staff is pleased with the service they are being provided. The CU Support Team is fully staffed with very knowledgeable people that work very well together. If a specific person is asked a question they may not have the answer to, we work as a team and find the right answer for our credit unions."
Jeff Gray, Senior Vice President for Synergent, explained that as technology moves forward faster each day, it is important to take time to interact with the people behind the software. "We encourage our credit union partners to visit our corporate office to gain an understanding of how service is incorporated into all aspects of our organization."
Formed in 1971, today Synergent has over 125 employees within its four divisions, Technology Services, Card Services, Print and Creative Services, and Check Processing and Support Services.
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