Meet Terrence O'Leary, Contact Center Team Lead at Kitsap Credit Union

Terrence O'Leary has been a valued member of the Kitsap Credit Union team since October 2021, bringing dedication, empathy, and a passion for helping others to his role as Contact Center Team Lead. Over the past several years, he has built an impressive career within KCU, growing through multiple positions while consistently focusing on delivering exceptional service to members and supporting his fellow team members.

Terrence's journey at KCU is a testament to the opportunities for growth and development available within the organization. He began his career as a Contact Center Associate 1 and steadily advanced through the ranks, serving as Associate 2, Associate 3, Specialist, and ultimately Contact Center Team Lead. Each role provided new opportunities to expand his knowledge, strengthen his skills, and deepen his understanding of how KCU serves its members.

One of the aspects Terrence enjoys most about his role is helping both members and employees find solutions to challenges. "I most enjoy when I can help a member or staff identify an issue and come to a resolution," he shared. Whether he's assisting a member with a complex question or guiding a colleague through a process, Terrence takes pride in helping others feel supported and confident.

For Terrence, one of the most rewarding parts of working at Kitsap Credit Union is the people. Throughout his career, he has benefited from the support and expertise of coworkers across the organization who took the time to share their knowledge and help him learn. "I had tons of support from other staff willing to show me how different systems work, even outside of my own department," he said. "I wouldn't be able to assist our members the way I am if I didn't get that exposure, so now I try to pass on that knowledge to our newer staff."

His commitment to collaboration and mentorship has made a lasting impact on both members and teammates. As Contact Center Specialist Cheyenne Giles shared, "Terrence brings warmth and knowledge to every interaction whether it's with his team or with a member. He focuses on collaboration and recognition within the team, making sure everyone feels welcome and appreciated for their contribution."

She continued, "He also brings knowledge and empathy to every interaction with members, making sure they leave the conversation feeling heard and appreciated. We have had several members call in just to speak with him for help."

Reflecting on his first experience at KCU, Terrence describes the organization as a transformative place in his professional journey. "When I first came to this organization, Kitsap Credit Union was like an oasis in the desert," he shared. "I had never worked somewhere that I felt immediately valued and supported to succeed in my job. From the career I had previously, working for KCU was a huge, positive change that continues to reverberate across my life."

Today, Terrence continues to lead by example through his dedication to member service, his willingness to share knowledge, and his commitment to helping others succeed. His positive attitude, collaborative spirit, and genuine care for both members and coworkers make him an invaluable part of the KCU team. We are grateful for the impact Terrence makes every day and look forward to seeing his continued growth and success at Kitsap Credit Union.