Bronco's Routing #: 251480592
Monica is a Member Service Representative (MSR) in our Suffolk office and has been with Bronco since 2008.
Tell us about your business philosophy.
Personalized service is really the key. That’s very important to me—to make sure that when a member comes in with an issue or questions about a product or service, I make sure they have everything they need when they walk out.
My biggest thing is member service. When members leave here, I want them to be completely satisfied. I’ve seen people walk into other places and say things like, “Oh, she didn’t really help me that much. She didn’t want to help me.” There’s none of that with me. I never want members to feel like we don’t genuinely care about them or their needs.
What is the key to your success in helping members?
Longevity...LOL. I’ve been doing this a long time, basically ever since high school. But I can use my experience to help members understand the products and services we offer and how they can benefit from them. And if I’m setting them up with something like online banking, I’m going to test that before they walk out of here. I’m going to make sure everything they have is working the way it’s supposed to before they leave.
What do you enjoy most about your job?
The people. The members. The relationships that I build with them and them knowing that if they have a problem, I’m going to resolve it. I enjoy building that confidence in them that they know I’m there to fix anything if it goes wrong.
What makes Bronco so special to members?
You’re not a number when you walk in the door. You’re an actual person to us. We’re small, so we have the opportunity to get to know our members. We actually get to match up faces with names. We also get to know their families and what’s going on with them, too.
Do you have any special interests or things you like to do outside of work?
Church. It used to be shopping, but I slowed my roll on that after COVID. I also enjoy spending time with my grandchildren. They’re at the age now where they do everything online. They shop, too! You don’t even really need to take them to a store anymore. I just need to make sure I break them away from those phone screens every once in a while.