KENSINGTON, Md. — Seeking to improve its service delivery, Signal Financial Federal Credit Union announced a reorganization of its service teams into a united department called Member Experience. Vice President of Member Experience Bill Kowall was promoted to Senior Vice President, and will oversee the combined service teams, the CU said.
The combined department will be comprised of the credit union’s internal call center, referred to as Member Services, as well as a Card Services team that manages credit card and debit card services, a Branch Operations team, and the staff of the credit union’s seven branches. A total of 50 full-time employees will provide customer service and operational support to the members of the credit union, the CU said.
"Kowall’s role at Signal Financial has grown over the last four years as the credit union has pursued a more member-focused service program. The credit union’s new City Center Branch in downtown Washington exemplifies this, with an emphasis on face-to-face service, hospitality, and community involvement," the CU said.
“Bill has been instrumental in helping Signal improve the quality of service we provide to members. He has designed a great member experience at City Center that we want to bring to all of our member interactions,” said President and CEO Francois Verleysen. “Creating a united service division will bring greater efficiency to helping members.” One of Mr. Kowall’s early initiatives, which is already underway, is to develop cross-training across service units to allow quicker resolution to member inquiries.
“I’m so grateful to be part of Signal and to have the chance to lead the efforts to bring an even better experience to our members,” said Kowall. “I can’t wait to see what we can accomplish as we continue to integrate into one team!”