CEO Message
April 8, 2020


Dear members,

We have all been on a journey of many firsts. One first for us — our Member Contact Center was open for the first Sunday this past weekend. Calls were expectedly low, but I anticipate call volumes will grow as more members learn our Member Contact Center is open on Sundays. This team has been great, exceeding our targeted grade of service of 85% and answering more than 90% of calls within 30 seconds. I want to thank you for your patience and consideration during this crisis.

Member requests for relief continues to increase at a fast pace. Our team is working hard to catch up on the backlog. We are addressing these on a first in and first out basis.

We do receive questions about what also might be available from the government. I am pleased to share that CCUA (Canadian Credit Union Association) has compiled a listing of topics and resources you might find helpful for both individual and business support. I encourage you to check this out.

I also want to thank the many members that have passed along their stories, appreciation and bouquets for my team where they have done something extraordinary to help them, or where they lifted their spirits because of their positive demeanor. I really appreciate these comments and stories.

Just a reminder that the staff teams at our branches will not be going in to work on Good Friday, Saturday or Easter Sunday. This is worth noting if you are utilizing the night deposit service at some branch locations. Our Member Contact Centre will be closed Good Friday and Easter Sunday. This time off will allow our team members time to recover and virtually touch base with family members.

Drop me a note if you have comments or suggestions. I appreciate the feedback.

Stay safe. Take care.

Glenn


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