Japheth Cardwell, Coordinator, Contact Center

  • 6/26/2023

I started at Truity in the Contact Center. In this department, my day-to-day consisted of assisting members from multiple contact points such as phone, email, or online. My job responsibilities grew with my maturity and understanding of my position. At first, I only handled phone calls, but when I felt comfortable, this expanded into managing emails and digital messages. Once I found my balance, I began looking for other opportunities in my position to help the team and gain more responsibilities. After about a year and a half in that role, I was promoted to a Contact Center Coordinator position. As a Coordinator, my day-to-day changed drastically. I was no longer handling the phones all day. Instead, my main focus was helping my team excel. I can now utilize my knowledge and experience to help teach my team and work with them individually, answering questions they may have. I now focus on digital communications and handling escalated member interactions. My responsibilities are more leadership-focused and identifying how I can assist our team with complex situations.

Working at Truity has been eye-opening. I have worked for good companies before, but I'd never worked at a GREAT company. I've felt valued since day one and enjoy feeling like I always have a place and purpose in what I do. It has helped me understand that a company can take care of you and care about you, not treat you like just another employee on the payroll.

Truity’s culture is unlike others. It’s a very inclusive environment where you are treated like family and simultaneously respected as a professional. It’s a place where walking down a hallway can lead to a catch-up conversation about your day or life with people you don’t see often. There is an understanding that we are all people going through challenges in life. It finds a way to bring those people together and remind you that you are not alone, and work doesn’t need to be another challenge in your life, but instead, it can be a fun and uplifting place to be.

The leaders I have worked with since joining Truity exemplify why this company has been so successful. Leadership has vast knowledge, and they embody the culture of understanding and compassion at Truity. Each leader has different styles and approaches to problem-solving, and when you analyze the how and why of what they do, you understand what makes them a perfect fit for their respective positions. I am still working on my leadership skills, but I've become more comfortable knowing the leaders around me are here to help me and seeking their guidance when necessary. The leadership in my department makes me feel included in decision-making and that my opinions and thoughts are valued. I have never experienced a "my way or the highway" attitude from leadership; my leaders listen and see each angle, even if they disagree or see a different side. This has helped me become the leader I am today -- still developing but not afraid of the road ahead because of the support around me.

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About Truity

Truity Credit Union is a "not for profit, but for service" cooperative financial institution founded in 1939.

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