For the millionth time this week, a Customer Care Center representative answered Citizens National Bank’s phone to help a customer. 

The journey began in 2002 when the bank opened its Operations Center and created a new department designed to specifically handle all incoming customer inquiries. There were only three branches at that time; Bluffton, Lima and Elida.

Call volume has increased significantly as offices have been added and representatives now answer on average more than 10,000 calls per month. In addition to calls, they also handle all online chats, set appointments for loan officers, envelope customer statements and update website rates.

Manager of the department, Sue Shields, has been there since the beginning. The department has had 14 total employees throughout the years, including the five current representatives: Sue Shields, Manager, Sherry Long, Patty Bunch, Kim Eachus and Cheryl Burkholder.

Shields said, “Every telephone call has a different twist to it and a good sense of humor is a must when working in our department.”