Our call center representative, Marcela, helped a non-member trying to take over his ill brother’s auto loan. When the member passed away without a will, Marcela coordinated with our collections team to pause repossession and support the grieving family. She then helped the sister become a member and secure a personal loan to retain the vehicle, something that was very important to the family.
When the brother received his work permit, he also joined the credit union, and Marcela revisited refinancing options to offer a lower interest rate. Her empathy and persistence turned a difficult situation into a lasting relationship with an entire family.
This story was submitted by Sandra Sagehorn-Elliott, CEO, Vantage West Credit Union.
