Sarah is a Quality Assurance Specialist who has been with Bronco for six years.
Do you enjoy being a Quality Assurance Specialist?
I really do. I went to college and received my degree in Exercise Science with a Coaching minor, so this is completely different than what I was used to. I was in the fitness industry for a few years, working at different gyms, and I wanted to do something that was different, something out of my comfort zone. I knew nothing about the financial services industry when I started with Bronco, so it was a very interesting change for me.
Was it difficult to make the transition?
I was originally a Members Service Representative. That was my first position at Bronco, so honestly, for me it didn’t take that long. Because of where I came from before—working at a commercial gym previously where your main focus was getting memberships, so I knew the customer service aspect of showcasing multiple services and products that we have to offer our members—that helped me better understand how to assist each individual member that walked into the credit union.
How did you move into being a Quality Assurance Specialist?
While working as an MSR, I was able to train in different areas within the credit union, including the Greeter’s Desk where you assist each member as they walk in the door, and also the Call Center where you assist members with their day-to-day questions and concerns. I then had the opportunity to take on the role of the “Title Clerk” here at Bronco, where I was in charge of all the vehicle titles, DMV paperwork and insurance for all of the vehicle loans. It was then that my supervisor saw something in me that I didn’t see, and she thought I would be a great fit for the QAS position. So, here I am today.
Since most of what you do is behind the scenes now, do you miss the member interaction?
Even though I’m more of an introvert by nature, I do miss being able to interact with members on a daily basis. Right now, I mostly just talk to myself [laughs].
What do you enjoy most about your job?
I get to be an investigator. It’s really what I should have gone to college for (criminal justice). I love being able to find out answers to the Who? What? When? and Why? questions and find solutions.
Do you think you’ll ever go into criminal justice?
I like looking for issues and mistakes—mainly financial crimes and scams. So, I think that would be an interesting job later in life.
What do you think makes Bronco special to members?
We are extremely member oriented. We’re very personable. There aren’t a lot of financial institutions—or anywhere, for that matter—where you can walk in and someone will greet you when you walk in the door. They don’t know you at other places, not one bit. When you walk into Bronco, you’ll be greeted by your first or last name and we’ll ask, “How can I help you today?” You can’t get that anywhere else. I think we’re very personable and more like a family than other places.
What do you like to do outside of work?
My husband Jayson and I have two kids, ages 3 and 1. They keep us pretty busy! We enjoy being outdoors and kayaking on the river, which is a short distance from where we live, so we go all the time. Other than that, I just enjoy being around my family.
Do you take the kids with you?
Sometimes. The little one is too small, but I have taken the three-year-old on the kayak. And I’m starting to finally be able to get the three-year-old into sports, so we’re trying out different things to see what she likes. The one-year-old is still working on trying to walk, so there isn’t a lot he can do right now, but we still have plenty of fun around the house together.