Charged with creating a paramount customer experience
aligned with a technology-driven service model, Fidelity Bank call center
director Joni Washington places priority on empowering employees to lead the
way to enhance the customer experience. By establishing processes focused on
continuous improvement, employee engagement and development, along with a
culture of recognizing outstanding employee performance, Joni has a proven
track record of winning through the customer experience.
Joni’s leadership was integral in the successful
implementation of Fidelity Bank’s interactive drive-thru banking service model,
in which a network of 45 machines, equipped to connect customers to an
interactive banker via screen, were deployed at 22 locations across all markets
within a 12-month period. Joni’s expansive industry knowledge and unwavering
standards of excellence earned remarkable results for providing interactive
banking customers with fast, efficient service with the lowest possible wait
times during widespread adoption of the technology.
Joni joined Fidelity Bank in 2017, overseeing the
inbound call and interactive banking centers for Fidelity Bank, which is a
fourth-generation family-owned financial institution with more than $2.1
billion in assets, based in Wichita, Kansas, with 475 employees in the Wichita,
Oklahoma City and Kansas City metro areas.
Why Joni? With eight year’s experience in call center
management, Joni leads Fidelity Bank’s Call Center teams. Traditionally, banks and financial services take a conservative
approach and employees are trained on policies and regulations, lacking
experience in soft skills. Noticing said gap,
Joni developed and proctored a leadership training program focused on employee
engagement through a coaching culture for her retail banking team. This program
has equipped her employees to provide world class customer service with operational
excellence to their bankers.
Check out the incredible speaker line-up to see who will be joining Joni.