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Something Extra: Phone Rings

At Dakota West Credit Union, we prefer you get us – our employees – who are able to assist you when you call us.  Our phone system, which does ring more often than people may be used to in this automated, computer-generated, artificial intelligence kind of world, is designed to route to a series of available phone lines.

You may be trying to reach a member service representative in Mohall, but if everyone is assisting a member in that branch, the phone will route after two rings to another location, and then after two more rings to all Member Service Representatives at all locations, until it finds an employee, live and in person, to assist you.

Only in the case that all available Member Service Representatives at all our locations are busy will it roll to voice mail.  If that happens, you can expect a return call from one of our MSRs as quickly as possible.

Don’t be surprised if you live in New Town and are speaking to an employee in New England.  We are all willing to do our best to assist you and answer your questions.  We just prefer you speak with us than to a recording whenever possible.  If that means a few extra rings get you in touch with a live person, we’re okay with that.  We want to provide the person-to-person service you should expect whether you are in our branches, or on the phone.

Everyone in our eight branches is equally trained to assist you, regardless of where in North Dakota you live.  In fairness, two of our branches are in the Mountain time zone.  While we want you to receive personal service whenever possible, it is asking a lot for these two teams to manage all the calls for all eight branches after 5:00 pm Central time, so we rely on a support team after hours who can assist you with basic transactions and inquiries.

When you give us a call, know that we want to speak to you in person.  It may take an extra couple rings, but we want our service to be exactly that: something extra.


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