Message From CEO

March 31, 2020

Dear members,

It has been a week now that our doors have been closed to the public. Our team continues to work very hard to meet your needs.

Our call center staffing levels have more than doubled and their service will be available 7 days a week.  Our grade of service remains well above industry standards of 85%. The average wait time for members to be in direct contact with a call center representative is 30 seconds. So please be patient if you reach our auto-attendant first.  Feel free to use our call back option as well.

We are navigating through a high demand as our membership navigates the downturn in our economy and the COVID-19 pandemic. Our team has been working very hard to meet member’s needs. In roughly a week, we have processed several hundred of close to 1,000 requests for member relief. We continue to work through this demand.

Remote deposit capture deposits have increased by 300%. I am receiving positive feedback on this service from first-time users.

A few members have commented that my team will not meet with them in the branch when they make the request, and feel my team is not following my direction. To clarify, my first priority is keeping my team healthy so that we can continue to serve all our members well. I am asking my team to consider new and unique ways to serve our members before requesting an in-person meeting. This direction is to support health official and government direction for all of us to stay home and prevent the spread of COVID-19.  In-person meetings will be accommodated when all other options have been exhausted.  I ask for your patience and co-operation during these uncertain times.

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

Stay safe. Take care.