Have fun in everything you do, even if it means you have to bring the fun.
That’s the philosophy Bridget Moran puts into action in her position as assistant vice president of the call center at Ardent Credit Union in Philadelphia.
“She transformed a reactive call center into an enthusiastic, proactive group of universal agents known as member experience advocates,” says Joseph Conners, chief financial officer at the $634 million asset institution.
When Moran arrived at Ardent, she wasn’t familiar with what a credit union was. But once she discovered the cooperative nature, she was hooked.
“I loved the idea of working for the greater good, empowering people,” says Moran, who previously worked in a supervisory position in home health care. “It really struck a chord; I felt at home.”
Empowering members starts with empowering her staff of 13.
“To feel alive, you need to help other people come alive,” she says. “When you know everyone has each other’s back and when you look out for others, it brings out the best in you. I appreciate the opportunity to help bring out the best in people.”
Whether it’s good or bad, Moran seeks feedback. “It’s an opportunity to change your decisions for the better or better explain your current decisions,” she says.
For example, members surveyed about their call center experiences said it wasn’t open late enough. Now the call center is open later during the week and on Saturdays.
Ardent has been recognized for providing outstanding member service.
“We want to foster a sense of family,” she says. “We want members to know we are willing to listen. We ask for their stories with three simple words: Tell me more.”