Spotlight on Joseph Chargualaf
Spotlight on Joseph Charqualaf
Call Center Manager
Q. How long have you been with Point Loma Credit Union as Call Center Manager?
A. Although I have been in the financial industry for over two decades, I have only had the pleasure of being with Point Loma Credit Union for four months as the Call Center Manager.
Q. What does a typical day for Joe consist of?
A. From dawn to dusk, it is all about member service. If I am not assisting members directly over the phone or by email, I am working to enhance the service they experience at Point Loma Credit Union.
Q. Do you get to work with members directly?
A. Absolutely! Not many things make the day more enjoyable than speaking with members. I hear firsthand what is important to them, and I receive feedback on our best practices as well as opportunities to improve services. I am particularly fond of having a dialogue to find solutions to financial needs, as I know all too well that a sound account is many times directly proportional to a sound mind.
Q. What are the most common reasons members call?
A. On a monthly basis, approximately 7,000 calls come into the Call Center and the questions members have are as unique as the individuals who ask them. We receive calls from students and professionals who are on the go and are requesting the balance on their accounts; We have members who are starting a family who want to upgrade their homes to a three-bedroom house versus a two-bedroom and they want to apply for a real estate loan; We have members who have been with Point Loma Credit Union for over 50 years and call us about auto loans for them, their children and their grandchildren. This time of year, many members call about reducing their monthly debt so they have more money for the holidays.
To answer your question about the most popular reason members call us…it’s to help them with their next step in life.
Q. What do you find most rewarding about working at PLCU?
When members say, “Thank You.”
Q. How many employees work in the Call Center?
A. The Call Center has nine dedicated staff members who gladly serve over 50,000 members.
Q. Have members noticed the new Saturday hours? If so, what has their reaction been?
A. Yes, they are slowly finding out. Members who know about Point Loma Credit Union extending their Saturday hours were extremely happy, especially with this change occurring as the holidays approached.
Q. What do you like to do when you’re outside of work?
Spend as much time with family as possible and enjoy all the outdoor activities San Diego has to offer.
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