CUNA News
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • Topics
    • Community Service
    • Compliance
    • Credit Union Hero
    • Credit Union Rock Star
    • Credit Union System
    • Directors
    • Human Resources
    • Leadership
    • Lending
    • Marketing
    • Operations
    • Policy & Issues
    • Sales & Service
    • Technology
  • Credit Union Magazine
    • Buyers' Guide
    • COVID-19
    • Digital Edition
    • Credit Union Hero
    • Credit Union Rock Star
    • Subscribe
    • Advertise
    • Contact
  • Advertise
  • Awards
    • Nominate Credit Union Hero
    • Nominate Credit Union Rock Star
  • Podcasts
  • Videos
  • Jobs
  • Contact

News

Home » Calm, cool, and collected
Sales & Service CU Rock Stars 2018

Calm, cool, and collected

This senior contact center consultant is famous for his ability to spot fraud attempts.

September 27, 2018
Shelby Deering
No Comments
Joshua Chouinard

At $776 million asset VSECU in Montpelier, Vt., Josh Chouinard is something of a legend.

His colleagues describe him as “efficient, knowledgeable, and intuitive.” He’s always on time. And he can be depended upon to stay cool in the most challenging of environments—a busy call center.

As a senior contact center consultant, he answers phone calls that range from straightforward funds transfers to tricky loan-related questions.

“I have to assist frustrated or angry members that other consultants are asked to transfer. I have to assist members with a multitude of card-related issues, either debit or credit,” he says.

He’s famous for his ability to spot fraud attempts. As one nominator shares, “We were recently the target of an organized fraud attempt, and Josh was amazing—not just in his ability to recognize the attempted fraudsters, but to share insights, information, and helpful tips with his colleagues so they were prepared to protect our members.”

‘I really feel like what we do makes a difference to the community.’

In this event, Chouinard noticed that multiple members were calling in to activate their cards for Apple Pay, which is rare at VSECU.

“As we are a small call center, I was able to overhear the other conversations and then picked up on the phone number that was calling in, so we were ultimately able to stop the fraudsters from obtaining member information on multiple occurrences,” he says.

Although he “really enjoys being busy,” Chouinard needs downtime too.

“I like to fish,” he says. “I go just about every day after work and sometimes during work if I have an extended lunch break.” He also loves spending time outdoors with his fiancee, Katlyn.

Although he’s in one of the more stressful sectors of the credit union industry, Chouinard feels fortunate to be part of a force for positive change.

“I really feel like what we do makes a difference to the community,” he says. “It’s a good feeling to know that I have the ability to help members with more than their banking needs.”

Meet the 2018 Credit Union Rock Stars

KEYWORDS Credit Union Rock Stars

Post a comment to this article

Report Abusive Comment

Credit Union Magazine: Winter 2022

Winter 2022

Credit Union Magazine’s Winter 2022 issue highlights data-driven marketing, the board’s role in cybersecurity, elder abuse scams, credit unions’ auto lending advantage, and more.
Digital Edition •  Subscribe

Trending

  • House passes CUNA, League-led board modernization bill

  • CFPB issues CUNA-opposed proposal on credit card late fees

  • Key committee leaders supportive of credit union priorities

Tweets by CUNA_News

Polls

Vote for the 2023 CU Hero of the Year

View Results
More

Champion for the Credit Union Movement

Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.

More CUNA

  • Membership
  • Contact Us
  • Careers

Resources for

  • Credit Union Advocates
  • Leagues
  • Press
  • Providers

Our Affiliates

  • American Association of Credit Union Leagues (AACUL)
  • Credit Union Awareness
  • Credit Union House
  • CUNA Strategic Services
  • National Credit Union Foundation
GET CUNA UPDATES
© 2023 Credit Union National Association | ADA Compliance Notice & Legal
Email Us