STCU’s Contact Center was recognized for excellence by the nation’s largest organization dedicated to improving consumers’ contact-center experience, and one STCU leader received top honors.
[november 19, 2024]
Aleasha McDaniel, whose STCU career started in 2012 as a teller, was named Best Contact Center Manager by the International Customer Management Institute. McDaniel was in rare company: Nationwide, only one other credit union (Virginia-based Navy Federal Credit Union) received top honors in any ICMI category.
In addition:
- Two STCU assistant managers, Meagan Burnett and Max Fitzell, were among four finalists nationwide for Best Contact Center Supervisor.
- The STCU Contact Center team was one of six nationwide finalists for Best Small Contact Center.
McDaniel, who recently was promoted to AVP-Contact Center Director, became Contact Center Manager in 2020. She led the team through COVID-19 restrictions, was key to implementing efficiencies for improving the STCU member experience and set clear performance indicators.
STCU Contact Center in 2023.
- 489,626 phone calls.
- 35,481 live chats.
- 18,367 secure messages.
- 4,633 text messages.
McDaniel is a graduate of Central Valley High School, attended Spokane Community College, and is a current enrollee in Western Credit Union Management School, an immersive three-year commitment.
The STCU Contact Center is a 60-person team that includes 10 bilingual employees who are fluent in Spanish. While many Contact Center employees work remotely, the team has workspaces in Spokane at the STCU Main Branch, Othello Branch, Coulee Dam Branch and soon at the new Penn Plaza Branch in Moses Lake.
STCU Contact Center leaders are intentional about maintaining STCU’s culture of belonging and member service, said Robyn Galtieri SVP Member Operations and Support. Sustaining an engaged workforce is vital because for many STCU members, “our contact center is the credit union,” Galtieri said.
“When members say they love STCU, they mean the people who bring it to life,” Galtieri said. “Some members call just to say thank you to the team for being present, willing and able to assist their needs.”
About STCU
STCU has more than 280,000 members, served at 38 branch locations, online at stcu.org, and by an award-winning contact center staffed by your Inland Northwest neighbors. STCU employees enjoy competitive pay, a generous benefits package, paid time off for volunteering in the community, and ongoing leadership development to help achieve their career goals.