Julie took a call from an older member that has been involved in lots of fraud situations and has multiple warnings on her account. One of those warnings is no more debit cards due to excessive amount of fraud in the past on them. This was the reason the member was calling, to get a new debit card.
However, the call was off. Julie said a man called, who is not on the account but is known to the FDL staff because he is always with our member. He handed the phone to our member and Julie felt that the member sounded scared. After Julie explained that we would not be able to give her a debit card, Julie took the next step and asked another question. She asked our member if she was ok? The member replied, “no, not really”.
Julie was worried about our member and called me for assistance. I advised Julie to contact the FDL police to do a welfare check. Adult Protective Services was also called as we found out this member is currently homeless. Great instincts and Julie shows she really cares about our members! Thank you, Julie, for being part of the member service team!
