VIRGINIA BEACH, Va.–Chartway FCU has promotion two employees to oversee its member solutions center.
Zenesha Boney has been selected as Chartway’s director of alternative channels. Additionally, long-time team member, Mary Chavez, has been promoted to director of the member solutions call center.
Boney has been promoted to director of alternative channels. Boney joined Chartway in 2019 and has held various roles within the member solutions center. During her tenure, Boney has been responsible for several process improvement initiatives – notably, she led the effort to optimize the loan intake and closure process – gaining efficiencies and improving the member experience. As director of alternative channels, Boney will be responsible for sales and service delivery through chat, email, video banking, and interactive teller channels. Boney will ensure Chartway delivers a frictionless member experience and drive membership growth.
Chavez has been promoted to director of the member solutions call center. Chavez has been part of Chartway since 2011, leading through many strategic initiatives over the last several years, including the launch of the interactive teller team and Call24 upgrade. Chavez has more than 20 years of contact center experience and serves as the subject matter expert on procedures and new opportunities to improve the member experience. As director of Chartway’s member solutions call center, Chavez will be responsible for leading sales and service delivery through phone channels.
More specifically, she will be focused on improving the team member experience, elevating our member net promoter results, and optimizing Chartway’s growth strategy. Her expertise will be critical as the credit union delivers on its purpose and values in every interaction.
“It’s rewarding to promote two highly qualified internal candidates because they provide continuity and live our culture,” said Michael Riddick, vice president of the member solutions center. These two team members are also highly motivated and forward-thinking participants in shaping our strategy for providing the best member experiences.”