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Two Fresh Faces Join Customer Service Team

New Check Courier Serves Little Rock and Memphis Zones

Two Fresh Faces Join Customer Service Team

New Account Executive Has Customer Service Background

1999 marked the start of a new era at the Little Rock Fed. Danny Wilson, the office's account executive for 15 years, was promoted to manager of the Payments Support Unit and turned over the account executive reigns to Kim Peters, another member of the office's team.

Peters' entire career has been spent in the financial services industry, so she brings a breadth of experience and knowledge to the position. Before joining the Fed six years ago, she got her start working for a local commercial bank and later a financing/lease company. In 1993, Peters began her career at the Little Rock office in the Securities Department, then spent more than four years working in Community Affairs.

"My experience in Community Affairs will be a great help to me in my new position because I already know the Arkansas banking community well and have contacts at many financial institutions," explains Peters. "I'm looking forward to working with individuals on the operations side at financial institutions in the Arkansas territory."

Peters isn't wasting any time diving into her new role. She already has gone out on the road with Wilson visiting financial institutions and learning how to service customers, a facet of the job Peters considers extremely important. In fact, during the last seven months she has worked to develop a customer service unit at her office.

This effort consisted primarily of refining internal service procedures and designating Gerry Gray as a full-time customer service representative (CSR).

"We want to ensure our customers' needs are being addressed appropriately and timely," explains Peters. "Because I will be out of the Bank much of the time, Gerry will give financial institutions a single contact to rely on for interacting with the Fed on any level."

Together with Gray, Peters is anxious to gain some feedback from customers and hear their ideas about potential service enhancements and new products. To schedule an appointment, you can call Peters directly at (501) 324-8251.

The Lisa Switch in Louisville

The Louisville office also made several significant changes among its customer service staff. In addition to appointing Ralph Ising as the new account executive last year, it hired Lisa Hettinger as the branch's new CSR. Hettinger is replacing the void created when former CSR Lisa Locke accepted a position in another department within the Bank.

The "new" Lisa became a full-time member of the Fed staff after graduating in December with an accounting degree from the University of Kentucky. The Fed, however, is not new territory for her. In 1997 Hettinger started participating in the Experiential Education internship program at the Bank and spent the rest of the semester and the following two summers working in the Check Adjustments Department.

"My time in Adjustments prepared me well for my new job, because it gave me experience with one of the Fed's services that customers have many questions about," says Hettinger. What she most looks forward to, though, is the interaction with customers, quite a change from her previous operational-focused job. "I like meeting and talking with new people and helping solve their problems," she explains. "Serving this role for our branch's customers is something I enjoy."

In addition to her experience in Adjustments, Hettinger prepared for the CSR position by spending time in the Fed's day and evening check operations. She also has the opportunity of training with Locke to learn more about the day-to-day activities of the job.

The Louisville Fed encourages its customers to call Hettinger or Ising with any financial services questions or issues at (502) 568-9224 or (502) 568-9290, respectively.

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