Meet Nahiely Heredia, a leader who started with a job and found a calling

When Nahiely Heredia, Training Supervisor for our Client Engagement Center, started her career journey with us, she hadn’t yet pinpointed what success looked like. One thing she knew for sure? She wanted a role that gave her energy and, in her words, “filled her cup.”

“I couldn’t balance a till to save my life,” she said. “But I knew I liked lifting others up and building their confidence,” she said. “I just wasn’t sure how that translated to work.”
Five years and a global pandemic later, she’s found her niche helping ensure our client experience is a cut above. It’s a tall order considering that in 2023 alone, the Client Engagement Center received more than 385,000 phone calls, nearly 60,000 chats and 27,000-plus emails.

While Nahiely was hired as a service representative, in 2022 she was promoted to training supervisor, a role in which she focuses on listening, giving regular feedback and being her team’s biggest cheerleader. Her approach not only sets new team members up for success but ladders up to the team’s mission to be a one-stop shop for clients, which requires deep knowledge of every product and service the bank offers.

“Nahiely’s current role is new to Banner—it was created because our training needs became more complex after the pandemic,” said Shelly Orth, Nahiely’s supervisor. “She manages the Client Engagement Center’s training program to make sure every team member gets the tools and mentoring they need to deliver exceptional client service.”

Newly-hired service representatives report to Nahiely for their first three months. She sits side by side with them to help with call flow, what to say and tips on how to say it. She’s also created visual aids to teach team members how to be trusted advisors and recently helped create a new phone queue exclusively for Spanish speakers.

“Handling client calls and concerns all day is challenging, and you need supervisors who are readily available and actively helping you achieve realistic goals,” Nahiely said. “I’m proud to say our team delivers that type of coaching."

“We need to be ready for any question,” said Shelly. “Nahiely helps get us there, as she expands our team’s knowledge through assessments, training and fun learning activities.”

In part, Nahiely traces her gift for empowering others to her time as a member of a Latinx sorority while in college. “I learned how to use my voice,” she said. “When you feel seen and heard, you want to do the same for others. I’m excited about what my career holds for me here at Banner.”