Right Place, Right Time, Right Product

From around-the-clock availability to emergency credit, here are just three ways Security Service offers members what they need when they need it.

 
 

True to its credit union roots, Security Service ($6B, San Antonio, TX) is serious about member service. The credit union, which spans three states and 800,000+ members, offers a core product line that includes personal loans such as mortgage, auto, home equity, and debt consolidation and deposit products such as checking, savings, and CDs as well as investments, insurance, and commercial services. It’s a full suite of products and the credit union continuously monitors whether it is in the right place offering the right products to the right members.

“Each market has its own unique group of individuals,” says Mike Martinez, senior vice president of member service. For this reason, the credit union offers members the opportunity to bank on their own terms, according to their own schedules and time zones; that’s where the credit union’s toll-free member assistance services come into play:

Toll-Free Assistance

 

  • With Automated Call Plus, members can access their accounts 24 hours a day, seven days a week for services such as balance inquires, deposit and withdrawal verification, and account transfers.
  • Through the Live Call Center, operators are available 24/7 to assist members in English or Spanish with many of the transactions available at SSFCU locations.
  • Toll-free numbers are also available for members in Canada, Germany, Japan, Korea, and the United Kingdom.

To ensure it is offering competitive products, the credit union conducts market surveys and responds to market and membership needs with special products and services.

“We try to really help folks when they’re in trouble,” says Mike Chapman, senior vice president of lending. “That’s where you’ll find different types of loans.”

For example, Security Service offers a template-based emergency loan it can immediately deploy when a member area is affected by a natural, or other, disaster. For example, the credit union has deployed disaster loans for hurricane relief in its Coastal Bend and Rio Grande Valley markets. The loans are based on a template similar to the military emergency loans outlined below:

Military Emergency Loan I

 

 

  • Preapproved loan, unsecured, no credit pull
  • Must qualify for membership
  • Up to $500
  • Rate: 3.99% fixed
  • Repayment period = 12 months (one year of interest = $9)
  • For active duty/reservists and dependents impacted by deployment
  • Limited to one loan per military member
 

Military Emergency Loan II

  • Preapproved loan, unsecured
  • Credit-based
  • Must qualify for membership
  • Up to $2,500
  • Rate: 3.99% fixed
  • Repayment period = 24 months
  • For active duty/reservists and dependents impacted by deployment
  • Limited to one loan per military member