A member visited a branch to initiate a wire transfer, explaining to Marina that the funds were intended to help his granddaughter with education expenses. As Marina reviewed the request, she noticed several red flags: the member had recently consolidated all his funds into one account and was attempting to wire nearly his full balance. […]

Every member has a story, and we’re honored to be part of it. Through our partnership with The Compassion Center and our ongoing commitment to the communities we serve, we’re working together to make a meaningful impact. Hear Steve share his experience and the difference it’s made. Watch the full video on our YouTube channel:

Marie assisted a long‑time member, age 78, who has relied on Call 24 telephone banking for nearly 28 years to manage her finances. Because the member does not drive, the transition to the new virtual assistant, PAT, felt overwhelming and frightening. She called in extremely upset and anxious, sharing concerns about speaking sensitive information out […]

When I first met this member two years ago, she was seeking a small personal loan to cover car repairs. She was concerned about being approved due to ongoing health issues that limited her ability to work regular hours. She had already been denied by other financial institutions and decided to apply with us as […]

When Amy answered a routine incoming call, nothing immediately suggested that this interaction would turn into a powerful example of why vigilance—and heart—matter so much in member service. The caller claimed to be a member requesting access to online banking. But almost right away, small details didn’t line up. The voice on the line was […]

When a member came into the branch requesting a wire transfer to repay a loan, our financial service representative immediately knew something didn’t feel right. The member seemed unsure about the details but insisted she knew the person she was sending money to. Our representative took a moment to ask a few additional questions. In […]