2024 Schedule
Session 103: How the Service Desk Fight Fraud, Improve Performance, and Promote Engagement at the World's Largest Credit Union
Don Varela (Assistant Vice President, Service Desk & Customer Experience, Navy Federal Credit Union)
Location: Grand Caribbean 11
Date: Wednesday, November 20
Time: 10:15 am - 11:15 am
Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!
Track: Modernizing Service Management
Session Type: Case Study
Vault Recording: TBD
Audience Level: Fundamental/Intermediate
At Navy Federal, we focus on doing the right thing for our members and our team members. To stay true to this commitment, we make an effort to continuously improve our security posture, give as much productive time back to our end-users to serve our members through efficiencies, and champion creativity and innovational thinking by keeping our team members engaged. During this session, we’ll talk about how the Service Desk at Navy Federal fight the risk of social engineering attacks, decrease contractor staff by creating automation and modernization, and engage their team members through upskilling and reskilling. This session will follow the ‘what, so what, and now what’ format of pointing out problems, solutions, outcomes, and next steps.
Takeaway
- Learn how to fight social engineering by enforcing robust ID validation methods.
- Ways to improve end-user experience and decrease the calls to the Service Desk through automation and self-service tools.
- Create a career path of high-potential Service Desk technicians to improve engagement.