Embodiments of the invention are directed to systems, methods and computer program products for assisting a user to select a customer service representative of a financial institution in preparation for a customer service conference. Embodiments determine that an operative connection is being established between a user device of the user and a system associated with the financial institution, such that the user and the representative of the financial institution may conduct the conference; recognize the user as a customer enrolled in a representative pre-selection program; determine at least one representative from a pool of potential representatives, the at least one representative determined for presentation to the user for user selection and determined based at least in part on the user having previously conferenced with the at least one representative; and receive user input selecting one of the at least one representatives for conference connection.