When Devina H., a member service representative mentor at Navy Federal Credit Union, received a call requesting a $2,100 Zelle transfer, her fraud instincts kicked in. The caller provided basic details but failed verification steps. Devina noticed another red flag: the caller seemed to impersonate someone with a deep voice. She declined the transaction and […]

I was at a physical therapy appointment yesterday when one of the therapists I regularly see noticed my Wellby polo and shared something personal. He and his wife had recently adopted a little boy, and Wellby played an important role in making that possible. When they needed a loan to assist with the adoption, he […]

A member was struggling to manage payments on two vehicles. She hoped to keep both, but recurring past-due issues made that unsustainable, and it was important that she be able to keep at least one reliable vehicle. Through several honest and sometimes difficult conversations, a solution was found: she surrendered one vehicle and wrapped the […]

“Suzie” and her daughter recently visited University Credit Union to explore checking account options. Suzie currently holds a combined balance of $822,000 across her savings and checking accounts, including a recent $3,000 deposit. During our conversation, we introduced Suzie to our high yield savings account (HYSA) as a way to turn her existing savings into […]

One afternoon, a member walked into a University Credit Union branch planning to make a simple deposit. During a friendly conversation, our team noticed she had a credit card with us that she’d held for quite some time … at an interest rate of 20%. Recognizing an opportunity to help her save money and improve […]

During a busy day in Member Services, one of our supervisors stepped in to support the team and assist members in the queue. A member was dealing with fraud on their Visa card and was understandably concerned. The member needed guidance on the dispute process and reassurance about their account security. What might seem like […]