When Richwood Bank grew to the point where we needed a call center to handle customer inquiries, we saw an opportunity—not just to add a department, but to redefine the experience.
Let’s be honest—calling a business can often be frustrating. Nobody wants to be transferred multiple times, repeat their issue to different people, or feel like they’re just another ticket in a queue. That’s not the Richwood way.
Building a Better Call Center—The Richwood Way
From the start, we knew our Contact Center had to provide the same level of service that customers expect when walking into a branch—real people who know you and want to help. To make that happen, we made a key decision:
Instead of hiring outside customer service reps, we staffed the Contact Center with employees who already worked at Richwood Bank. These are people who have worked in our branches, know our accounts and processes inside and out, and, in many cases, know our customers by name.
That means when you call, you might hear a familiar voice—someone who recognizes you and understands how to help without making you jump through hoops.
A One-Stop-Shop for Banking Answers
The goal of our Contact Center has always been simple: Get you the answers you need as quickly and efficiently as possible. That’s why our team is trained to handle a wide range of banking needs right then and there.
Sometimes, resolving your request might mean one transfer to the right department, but our goal is to get you to the right person the first time—not bounce you around.
More than a decade later, our model remains the same:
✔️ Staff the Contact Center with knowledgeable people who care
✔️ Keep transfers to a minimum
✔️ Get you back to what matters as quickly as possible
Trusting the Contact Center to Help You
We know that many customers have favorite employees they like to work with—whether it’s their lender or a branch team member. And while we love those relationships, sometimes the person you usually talk to isn’t the best person to help with your current need.
That’s why we encourage customers to tell us what you need to accomplish rather than asking for a specific person. Our team can often handle it on the spot, and if not, they’ll connect you with the right person to get it done efficiently and accurately.
So the next time you call Richwood Bank, trust our Contact Center to help. Our team is here to make banking easier for you—just like we’ve always done.
📞 Need assistance? Give us a call today and let’s get things done!
