National Customer Service Week and the Evolution of PACU's Call Center

Each year since 1992, we celebrate National Customer Service Week during the first week of October. Our teammates strive to deliver exceptional service and advance our Simply Service^® culture, where the member is always at the center.

This year, during National Customer Service Week, as we are coming to the end of a year-long celebration of our 75^th anniversary, we reflect on the 22-year history and evolution of our Call Center.

The Evolution of PACU’s Call Center

Our journey to serve our members through a dedicated Call Center began in the early 2000s when we recognized the need for a centralized platform to handle member inquiries efficiently. What started as a small group of six employees focused on general member support grew into a comprehensive service center of 13 by October 2002.

Twenty-two years later, this center provides all the same transactional services as a branch, except over the phone. Our Call Center representatives are key to building and maintaining member relations when members call needing assistance to open new accounts, gain access to our growing number of digital services and answer every imaginable question about the everyday tasks of banking and managing our finances.

On November 1, 2019, Sandy Milton, our Chief Operations Officer, who at the time was VP of Service Strategy, emailed all staff, announcing, “I wanted to let you know about an important change at PACU! With all of the communication channels that we handle and the varied types of requests, our Call Center has become the Member Relationship Team. We are focusing on member’s needs and asking questions to uncover those needs, deepening relationships. I am so proud of each and every member of this team. This is just the start as we begin our journey with Simply Service.”

Today, our Member Relationship Team is internally known as an essential hub for caring for and treating our members with kindness.

The Heartbeat of the Member Relationship Team: MRT Representatives

Behind the numbers and the technology are the real superstars of our Member Relationship Team—MRT representatives. National Customer Service Week is a time to recognize their contributions and commitment to serving our members with excellence. From the moment a call is answered, MRT representatives aim to create a positive, helpful and caring experience that reinforces the strong sense of belonging we’ve built with our members over 75 years.

Each call is an opportunity to strengthen our trust with our members. Our team understands that resolving an issue with care is paramount, whether big or small. Whether answering simple questions or solving more complex financial concerns, MRT representatives ensure our members feel heard, valued and supported.

Reflection

As we celebrate National Customer Service Week, we reflect on the future of PACU’s member service. Technology will continue to evolve, and we will keep investing in new tools to enhance the member experience. One thing, however, will remain constant: Our commitment to delivering personal, high-quality service with a human touch, as demonstrated by our Member Relationship Team.

Thank you to all our dedicated MRT representatives and the leadership of MRT Manager Al Oliveri and MRT Workforce Operations Manager Stacey Sanchez, who embody our Simply Service® culture and make a lasting impact on our members’ lives.