Behind the Scenes
7/15/2021
GreenStone headset

 

In this behind the scenes, two GreenStone employees from the GreenStone Service Desk team speak about how their daily work supports customers and improves the overall customer experience. 

 

Nikolas Vorias
2 years of service
Service Desk Specialist
East Lansing, MI

 

How have GreenStone's technical tools allowed us to support our customers? 
GreenStone’s technical tools have allowed us to set up employees to be able to work from home, onsite with the customer, or anywhere and still be able to assist our customers. Our My Access portal, online banking, and mobile app play a huge role in providing our customers with convenient servicing options. These different applications allow our customers to exchange documents and make payments, along with other things, without having to visit their local branch.  

 

What advancements has GreenStone made to better serve customers?  
I would say the biggest advancement would have to be the way we are communicating while some staff work in office and others work remote. Also, providing the best technology to make it possible to continue to support our customers regardless of the requirements we had to close our branches. We are always looking for ways to improve so that we can provide our customers with the best experience possible. 

 

Describe how your role carries out the GreenStone mission of supporting rural communities and agriculture. 
As a Service Desk Specialist at GreenStone, my role involves working with our customers directly when they are having an issue with one of their accounts or simply answering any questions they have. We also support our fellow employees to make sure they are up and running so they can continue assisting our customers. 

 

What do you enjoy about your role? 
I enjoy working directly with our customers and our employees on a day to day basis. Being on the service desk allows me to help customers with their My Access account or online banking accounts, which helps the customer gain access to the resources they need. I also really enjoy being faced with different issues everyday and working through them.

 

What do you enjoy doing in your free time?
I really enjoy fishing and hiking in my free time. This past year I was fortunate enough to visit Rocky Mountain National Park and while there I was able to catch my first brook trout using a fly rod!  


Josh Martin
11 years of services
Service Desk Manager
East Lansing, MI

 

How has GreenStone’s technical tools allowed us to support our customers? 
The tools we use give us the ability to be very efficient with our customers and getting their needs fulfilled as quickly as possible. By always looking into ways to improve our tools, we stay at the top of the game in providing service to customers.

 

What advancements has GreenStone made to better serve customers? 
Our My Access customer portal has given us more ways than ever to communicate and work with our customers, giving them an efficient and user-friendly platform that helps them keep their finances in order. Likewise, our service desk team has matured in our operations to more easily help our customers and ensure they have the tools they need to succeed.

 

Describe how your role carries out the GreenStone mission of supporting rural communities and agriculture.
The service desk is there as the first line of support to help our customers in any way we can. Agriculture is a lifeblood of our region and knowing we are able to help the industry grow is very rewarding.

 

What do you enjoy about your role? 
Being responsible for our customer service to not only our staff, but to our customers as well, gives me a great sense of pride. We strive to provide the best customer experience our customers have gotten; being a part of that is great.

 

What do you enjoy doing in your free time?
In my free time I enjoy camping and hiking with my family, home brewing, and running all of the technical components at my church. 

 

To view the article in the online 2021 Summer Partners Magazine, click here.

 


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