Ridgewood Savings Bank, situated at 71-02 Forest Ave, lately reworked and expanded its call center, giving clients higher entry to its neighborhood financial institution.
In 2007, Ridgewood Savings Bank opened its unofficial contact center, however in 2016, the financial institution totally devoted workers to answering buyer calls. There are at the moment 5 buyer service representatives working within the call center, with 12 different staff centered on digital channels within the new house.
First Vice President and Director of Digital Channels Mirsada Tagani mentioned that the launch of the financial institution’s enhanced call center will triple its buyer service capabilities.
“Our goal here is by the second ring to answer the phone,” Tagani mentioned. “Ninety-five percent of our calls are answered by the second ring.”
The call center consists of bilingual buyer service representatives, all from the Ridgewood neighborhood. Representatives converse Italian, Serbian, Spanish, Romanian and plenty of different languages. Languages that the native call center doesn’t cowl, are transferred throughout the community of branches all through town.
Leonard Stekol, president and CEO at Ridgewood Savings Bank, mentioned that the call center is crucial to the financial institution’s success and service to its clients.
“It’s a wonderful opportunity to be able to keep in touch and serve the customers,” Stekol mentioned. “We don’t have any stockholders, so this is our existence — customers, communities and employees. Every day our thinking is ‘how can we enhance our service,’ and one of the biggest things was the customer call center.”
The call center averages about 12,000 calls monthly. Representatives can be found Monday by Friday, from 7 a.m. to 7 p.m. and Saturday and Sunday, from 8 a.m. to 2 p.m.
“Community banking means everything to us, and that’s what we’re here for,” Stekol mentioned. “We’re one of the few banks, where we’re still in the building where it all started. Being in the community and serving our customers — this is what we live for, whether it’s giving back through product services, charity or programs.”
The staff at Ridgewood Savings Bank don’t take the accountability of neighborhood banking calmly. Each desk on the Ridgewood location is stuffed by somebody who cares concerning the native space and those that reside there.
The financial institution has donated over $29 million in Paycheck Protection Program loans for native companies, serving to to guard nearly 5,000 jobs final yr. They additionally sponsor native occasions, in addition to educate monetary literacy everywhere in the metropolis.
Decorations within the newly renovated call center are customized to the historical past of Ridgewood Savings Bank, of which there’s 100 years price. In one nook sits three generations of telephones — a nod to the financial institution’s most useful gizmo for buyer service all through the previous century.
The financial institution was based in 1921 and serves as the biggest financial savings financial institution in New York state, with $6 billion in property. Ridgewood has 35 branches throughout New York City in addition to Yonkers, Westchester and Long Island.
Annemarie DeTommaso, the digital channels supervisor for Ridgewood Savings Bank, mentioned that the purchasers completely love the brand new contact center.
“They like the fact that we are patient and that we listen to them and take the time to help them out, plus we’re all a part of the community too,” DeTommaso mentioned. “The customers get to know you. I have customers that call back and will ask for me, which is really nice.”