The CU call center difference

“The Credit Union Difference” and “people helping people.” We talk about it all the time but what does it really mean? Credit union call center members deal with situations like this every day so it’s nice to occasionally get some recognition for it.

A member of First Financial Credit Union who spends a lot of time out of state recently found out when he contacted FFCU Member Resource Center employee Bernadette about a stolen card.

Bernadette’s manager Arlene has worked with her for five years.

“She is hard working, very reliable and dependable, and friendly and very member oriented,” Arlene said. “In a call center environment, there is a high stress level, but Bernadette never lets that show to our members. She stays calm and assures members that she will take care of their every need. Being friendly and courteous comes very natural to her and members/employees love her.”

In a stressful situation for the FFCU member, Bernadette took control. In a letter to the credit union about the FFCU member said…

I want to let you know what a wonderful asset you have in an employee of yours. The employee name is Bernadette (MRC Dept Member Resource Center).

In June my CU Card was stolen and several unauthorized charges were on my account. This in itself was devastating to me because it was the beginning of the month and I had rent and other BILL$ due, [and] with the amount that was stolen out of my account I did not know how I was going to make my obligated payments.

First thing Monday morning, I contacted the credit union and the most helpful woman answered the phone. Bernadette, who must have been GOD sent, clearly explained the process and helped me fill out the need paperwork and within a week my account was credited with the stolen money and I was able to make my rent and monthly BILLS.

Bernadette went above and beyond the call of duty, it is people like her that keep me loyal to the credit union. Even if the money would have never been credited back to my account, Bernadette was so helpful that I would have still written this letter of thanks.

So thank you for having such a good employee, who cares about its members. To Bernadette, thank you, thank you, thank you.

All the best from DC.

Sincerely,

Chris Garcia

Assistant to Congressman Ben Ray Lujan (NM-CD3)

Bernadette has been working in the credit union world for more than 14 years as a consumer loan processor, collections and mortgage servicer and describes herself as “passionate” bout member service.

“I am truly committed to member service, team work, and building relationships with my internal and external members. It is easy to possess member service skills; all you need is a positive and helpful attitude. At the end of every phone call, I thank my members for calling. Giving such helpful and positive service gives members a high level of satisfaction. And with satisfaction comes loyal members,” she said.

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