Gateway Earns Prestigious Center of Excellence Recognition from BenchmarkPortal

BenchmarkPortal has announced that Gateway First Bank has been certified as a “Center of Excellence,” which is one of the most prestigious awards in the customer service and support industry. BenchmarkPortal only awards this designation to customer service contact centers that rank in the top 10% of centers surveyed across the nation. Centers are judged against a balanced scorecard of metrics for efficiency and effectiveness.

“At Gateway, we focus on embodying our core value of strengthening families into everything we do,” said Scott Gesell, CEO of Gateway. “This award is a direct result of the tireless efforts and passion our servicing team places on creating a positive customer experience. It proves that we are helping our customers efficiently and effectively while also living up to our company’s core values.”

The certification process examined 31 metrics of performance for all servicers including communication via voice (inbound/outbound phone calls), email, secure messages, and postal mail. Of these 31 metrics, the company performed higher than the industry average in most of the categories measured.

“The Gateway team continues to excel, no matter the circumstances,” shared Earl Dunham, Senior Vice President of Servicing Operations at Gateway. “The last two years have been full of challenges for our customers due to the pandemic and the economy. The Gateway team has worked hard to find solutions to successfully keep our customers in their homes. It’s wonderful to see our servicing team’s dedication to our customers recognized with this certification.”

About Gateway First Bank

Gateway First Bank is a leading financial institution that provides banking and mortgage services for consumers and commercial customers. Headquartered in Jenks, Oklahoma, Gateway is a $1.9 billion asset sized bank with a strong mortgage operation. Gateway is one of the largest banking operations in Oklahoma and mortgage operations in the United States, with eight bank centers in Oklahoma, over 170 mortgage centers in 43 states, and over 1,400 employees. Learn more at www.GatewayFirst.com. Member FDIC, Equal Housing Lender (NMLS 7233)

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About BenchmarkPortal From its origins in 1995, BenchmarkPortal has become a global leader in the contact center industry, providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information on BenchmarkPortal please call 1-800-214-8929 or visit www.BenchmarkPortal.com

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