Growing credit union further invests into the member experience with strategic hire
San Diego CA— Mission Fed Credit Union, the largest member-owned, not-for-profit, financial institution exclusively serving San Diego County, has appointed Amy Goodrich as VP, Director of Contact Center Operations and Strategy.
In this new role for the organization, Goodrich is responsible for the needs of Mission Fed’s San Diego-based call center and the remote engagement services the credit union provides its members. Members rely on the contact center for new accounts and loans, a wide range of financial transactions and inquiries, and assistance with online and mobile banking services. The contact center receives over 2,000 calls per day, in addition to assisting members via email and chat. The team prides itself in building member loyalty through professional, courteous service with every interaction.
“Mission Fed’s culture is to prioritize member service and I’m incredibly proud to be part of it,” said Goodrich. “While we have a variety of digital channels, including virtual assistance, contact centers continue to be important way for members to have their needs met in a thoughtful, personal, friendly way.”
Goodrich is a career credit union professional with more than 30 years’ experience in operations and software services. She began her career serving USA Federal Credit Union as a teller in Germany, the birthplace of the credit union movement. After returning to the U.S., Goodrich continued to pursue her passion at USE and Cal Coast Credit unions, where she managed call centers, a branch, member experience, and other operations leadership positions in support of employee engagement and member service.
For the last 11 years, Goodrich was with Symitar, the largest credit union core processing provider, as Director of Professional Services. Now returning to her credit union roots, she has brought with her a unique set of skills and experiences back home in support of the credit union movement she loves.
“Amy has demonstrated excellent personal and professional skills in her short time at Mission Fed,” said Debra Schwartz, President and CEO. “She has shown devotion to the credit union culture and has proved outstanding in leadership roles. We are honored to welcome Amy to the Mission Fed team.”
Goodrich earned her Bachelor of Arts degree in Organizational Management, is a certified Lean Six Sigma Green Belt, and holds Associate Human Resource and California HR Law credentials.