At the heart of Frontwave Credit Union are our dedicated employees, who we call Dream Makers. This month, we get to know Member Solution Center (MSC) Manager Kate Baker, who’s been heading up our call center for nearly 13 years. When you have a problem or a question and can’t make it into a branch or find the solution online, Kate and her team of experienced agents are the ones to call.

Can you tell us a little bit about your professional background?

I have been in banking/lending most of my adult life. I started with Wells Fargo in February of 1999 and worked there until May of 2008, then I started here in October of 2008. I guess you can say I am loyal.

How would you describe a “day in the life” as the MSC Manager?

I eat service for breakfast, problem resolution for lunch, and strategy for my afternoon snack.  Which is to say, that in between meetings and Member escalations, I work on employee development.

Is there anything you wish Members would know or any advice you’d give them when contacting us?

Our online banking tools are extraordinary. There are so many resources that are going unused. Check it out. (Our Digital Banking Help Center can help you get started!)

What do you find most satisfying about your job?

When a change gives the desired result or better. Sometimes it’s employee coaching or a change in process, but when it works, it’s magic.

What do you think sets Frontwave apart from other financial institutions?

We are approachable, supportive and creative. We will always listen and work on a solution. We can always find an alternative.

Now a little fun - when you’re not delivering solutions for our Members, what do like to do in your free time?

I’m deep into true crime. I watch documentaries, listen to podcasts and read news alerts. I think it comes from my desire to see the process and outcome of things.

Interested in joining Kate and her crew?

If you've got a passion for customer service and a drive to do the right thing (and maybe enjoy a good true crime TV show now and again), we want to hear from you! Check out our Frontwave careers page for available openings in our Member Solution Center and around the organization.