Knowledge Center
Krystin Martin’s Love for Customer Service Leads to Success at WSFS
educating-myself | Read Time: 3 minutes
By Kyle Babcock | Published: August 2021
From early in her career, Krystin Martin knew what she wanted to do for a living: help people.
“Prior to joining WSFS, I worked a front desk job helping Customers each day, which is where I learned that Customer service was something I wanted to do for my career,” said Martin, a Contact Center Manager at WSFS. “I had no banking experience but, when I saw a job opening in the WSFS Contact Center, it sounded like a great opportunity to start a career in banking and do what I love every day, which is helping people.”
Martin was already familiar with what WSFS had to offer its Customers, having banked with WSFS since she was 15 years old.
“I always had a great experience when I went to the branch as a Customer,” she said. “The Associates seemed so happy at their job, so it looked like it would be a great place to start a career.”
After joining WSFS as a Contact Center Agent five years ago, Martin was introduced to the basic banking systems and assisted Customers with their questions and needs. She then advanced to become a Digital Specialist, where she assisted Customers with online banking solutions, and became a point person for credit card questions.
“I continued to learn and grow my skillset, and after that I was promoted to a Team Lead, where I helped my manager with daily planning, and provided feedback in agent coaching sessions,” said Martin. “I was then promoted to an Assistant Manager, where I had the opportunity to work with the Contact Center Managers and their teams as well as on additional side projects.”
Martin continued to rise through the ranks at WSFS, leading to her current role as a Contact Center Manager, where she provides coaching and support to her team of Contact Center Agents to help Customers with a variety of needs.
“WSFS has a great work culture and everyone that I have met throughout the Bank is so nice and welcoming,” she said. “You can tell that everyone is committed to providing great service to our Customers. One of the benefits of working in the Contact Center is that you are able to interact with multiple departments every day and learn so much, which provides you with the experience and knowledge to move on to different areas of the Bank as you progress in your career.”
Martin has found that working at WSFS is a bit different than your standard Customer service job as well.
“With WSFS being a community bank, you get the opportunity to make real connections with Customers,” she said.
And Martin has found it is not just the Customers she enjoys getting to interact with.
“My coworkers at the Contact Center make the job fun, and I don’t know where I would be without them,” she said. “I love that I have the ability to interact with so many different people on a daily basis, whether it’s the Customers or someone from a different department. If you are looking for somewhere to start a career in banking the WSFS Contact Center is definitely a great place to do that!”
Click here to learn about Retail Banking and Contact Center career and advancement opportunities at WSFS.
About the Author – Kyle Babcock
Kyle Babcock is Integrated Communications Strategist at WSFS Bank. He has more than eight years of experience in product and professional services marketing, communications and advertising.
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