Employee Spotlight: Tucker Geoffroy, Team Lead – Customer Service

Synergent’s mission is to ‘help credit unions succeed and improve the financial lives of their members.’ In our monthly Employee Spotlight series, we feature one of our dedicated staff members to help you get to know the people who are working as an extension of your credit union team.

Tucker Geoffroy

Tucker Geoffroy, Team Lead – Customer Service, joined the enterprise two years ago. His time at Synergent has been anything but average, starting just weeks after the company moved to a fully remote environment at the start of the pandemic in April 2020. Joining the team, especially as a leader in a remote environment, was no easy task, but Geoffroy is proud that he was able to find his place within the Synergent family.

“If I had to pick just one highlight since starting here, I think it would be earning the trust of the Customer Service team through the beginning stages of the pandemic,” said Geoffroy. “It felt very strange to join Synergent and lead the team while never meeting 95% of them face-to-face for many months.”

Despite the hurdles the lack of face-to-face work provided, he and his team managed to continue working together to make a difference for credit unions. He looks forward to learning something new every day and assisting the credit unions.

“The people are what make this job fulfilling,” said Geoffroy. “I enjoy the time I get to spend with individuals on the team to problem solve, troubleshoot, refine processes, etc. It’s always nice to read through the surveys we receive from credit unions and hear how appreciative they are of our hard work.”

Dedicated to Serving Credit Unions

Day-to-day, Geoffroy’s role is directed by credit union needs. He does not always know where the day will go when he logs on in the mornings, as priorities shift depending on arising issues credit unions are facing. Regardless, he and his team begin their day with a morning meeting with all staff in Customer Service: Core, Systems Support, Cards, and Checks. This is when they discuss any scheduling needs, escalations, and updates so they know where to focus their energy and attention, as well as make strategic plans for improvements and/or professional development.

“Customer Service is really the frontline when talking to credit unions, so the internal processes that we have in place behind the scenes can have a large impact,” said Geoffroy. “In the past few years we have focused on enhancing the interactions that staff have with credit unions in My Synergent, improving response times, and honing our tracking metrics to better understand what questions credit unions are asking us, and how effectively and efficiently we are responding.”

Since joining the company, he and Amber Reed, his co-leader in Customer Service, have established more Customer Service-specific procedures, processes, and expectations to aid in the success of both his team and the credit unions, especially during an unprecedented time of working remotely. Now, they prioritize keeping everything well-documented, following a process, and writing everything down for future reference. Together, they implemented projects and processes that led to a “happier, more successful, more effective service team” for the credit unions Synergent serves.

“Over time Amber and I have been working to create as much structure and documentation as possible,” said Geoffroy. “For example, in 2020 there were only a handful of people that could process chargebacks. We have since organized internal training and documentation to get more people up to speed, and chargeback numbers have never been lower as a result.”

Aside from enjoying his time with the Customer Service team, Geoffroy is grateful for the culture within Synergent. He finds that the employee appreciation and benefits are second to none.

“One of the things that is great about Synergent is that you learn something new every day,” said Geoffroy. “The whole credit union world was relatively unknown to me when I first started, but now I have a much larger appreciation and deeper knowledge of the hard work our credit unions do. The community involvement both at the credit union and Synergent levels is amazing.”

When Geoffroy is not co-leading the Customer Service team, he enjoys photography, watching New England sports, and venturing outdoors. In the summer and fall, he also joins his family at their camp in the north woods of Maine.