Employee Profiles – Ashley T

Sometimes things turn out to be even greater than you think. Like starting a career at ESL. We spoke to several ESL employees who told us how their roles as tellers and tele-bankers have turned out to be so much more than they ever expected. Start your search for a career as unique as you.

Ashley T: Tele-Banker, Putting Skills to Work

You’ve been working as a Tele-Banker for a while now. What do you think about that?

I’ve been working here for about three years. I started as a Tele-Banker I, and then I was promoted to a Tele-Banker II position. I think people believe bankers are just someone who gives out balances. We are actually helping our members better prepare for their future. You know when you are able to help someone and it makes you feel great.

You are not going to be successful unless you love what you do and...I really do love what I do.

What brought you to ESL, and what do you think of your experience so far?

I came from another bank where it was “just go to work and get your paycheck.” No one talked to you or cared as long as you went to work. I was bored and I didn’t like it there. My friend suggested since I had banking experience as a teller, I should come over to ESL. As a Tele-Banker, I would be working with members over the phone. I was a little worried about that but I thought, okay, I’ll give it a chance.

A lot of companies and people say a company may be a great place to work, but it isn’t always. But here at ESL, it’s different. I really believe it is a good place to work.

Have there been skills you’ve been surprised to find you use in your day to day work?

Yes! As a Teller or a Tele-Banker, we are the first people members talk to so we really are the front line. You have to make a great impression so communication skills are very important. Someone may say they want a certain product, and it may not the best product for their needs, or they don’t understand what other products we offer. We give them advice, and they really appreciate that.

Next, I’d say problem solving. For example, we get a lot of people that call because they can’t get logged into their accounts online. It can be a struggle since we can’t see what they are doing as they try to log on, but we try to help them (by asking lots of questions.) Other times, we might need to do a lot of research to understand what has happened on their account.

Finally, teamwork. We constantly work with other ESL departments to get answers to members’ questions.