Have you ever wondered what our employees do once they get off the phone with you? You might actually be surprised.
This is an email one of our Contact Center agents sent to a coworker in one of our Member Financial Centers after hanging up the phone with a member.
“Hey,
I just talked to Ms. Member (Name changed for privacy) for almost an hour about everything under the sun. I told her about switching my non Truliant credit card to Truliant and about the huge difference in the interest rates/finance charges – she’s now very interested in getting a VISA with us.
Ms. Member is also engaged and her fiancé will be moving here soon. They have a business account and mortgage currently with big bank and want to switch it to Truliant very soon. Her fiancé also has his own personal account with a bank in New York, but wants to bring that relationship to Truliant as well. They’re also interested in a joint account.
She also asked if we have loans to help with wedding expenses. I told her about the personal convenience loan too.
Ms. Member actually works for Big Bank (name changed) in their Mortgage department and says she loves how we always tell her what we have that can benefit/enhance her financial life. She stated that she’s not able to talk to her customers about what may necessarily help them, but has to keep the best interest of her company at the top of her list. I assured her that our representatives will always mention products or services we have that may help her.
She wasn’t ready to talk with a loan officer over the phone, so I told her if she decided to go to the MFC to speak with you and that you would be more than happy to help her and her fiancé. Not sure when they are coming but I told her I would let you know.”
After reading this email I couldn’t help but smile. Reason being is that I work for a credit union that practices what it preaches and its employees know that their job is to do what is in the best interest for you, the member-owner.
Thank you for being part of Truliant; we look forward to serving you sometime soon.
About the Author: Rik Kielbasa is the vice president of Truliant’s Member Contact Center, which employees 76 people from the communities in which we serve.
