At Patelco, our mission is to help members thrive through life’s financial challenges, and one member’s story highlights the power of personalized service. She had been consistently incurring a $13.23 monthly late fee due to a misaligned due date. By adjusting her payment schedule to match her income cycle, we eliminated those fees.
The member also shared that she was on a fixed income. To ease her burden, we recommended our skip-a-pay program, which allowed her to defer a payment and free up more than $440 that month. Altogether, these changes saved her more than $626 and gave her much-needed financial relief.
This experience reinforces how small, tailored adjustments can make a big impact. By listening and offering flexible solutions, we helped restore this member’s peace of mind — fulfilling our mission to provide meaningful, member-focused support.
This story was submitted by Jennifer Mink, Director of Member Experience & Financial Wellbeing, Patelco Credit Union.
