I have been with Velocity Credit Union for the past 11 years now. I started off as Financial Services Associate level 1. By my second year, I was a level II lead, and by my fourth year I was a level III lead.
A typical day would entail answering 60-80 incoming calls. I would assist with basic account inquiries from members as well as provide support for the entire credit union. I would also process incoming faxed/mailed requests, emails, and online secured chats. As a lead, I would also coach fellow team members on calls and sales and I'd write up procedures and ensure that policy is being followed.
My current manager is amazing. She does not micro-manage and trusts that her employees will get their daily/weekly/monthly tasks completed in a timely manner.
I have made some great friends over the past 11 years at Velocity. Management takes the time to make sure that any new hire that is brought on board will mesh well with the team.
The hardest part of my job is that we're are not allowed to work overtime. In my current position as a Card Specialist, we monitor and audit all atm/debit/credit cards. We audit the issued and monitor them for potential fraud. We are able to complete daily duties within a reasonable time frame, however fraud tends to occur right before holiday weekends. The following business week is usually very busy with case loads/disputes/research. That tends to take up most of the day, and it would be nice if we were allowed to work later to finish, or work from home. Basically I'd like to have the option to work later or longer to match the workload.
I enjoy many things about my current position. I like that each fraud case is different, and sometimes I'm challenged by them. I also enjoy the investigation that comes with each fraud claim. I enjoy the member and merchant interaction as well.