In the financial industry the overall goal is to create loyal members. Different instiutions have different ideas how to do this, but it still is the overall goal. A loyal member is someone who will stay with you even if they can get a higher rate somewhere else, move out of the area, or even experience a mistake on their account. They are the people that refer others to our instituiton and help drive growth. Creating a loyal member is not easy, in fact it is quite difficult.
The winner of this month Extrodinary Feats Award (EFy) has his own “following” of loyal members. It really isn’t a secret how he does it, he treats everyone like they are the priority and provides solutions. Don’t take my word for it just take a look at the following member comment:
My husband and I have been Verity customers for many, many years. During the course of those years, we have dealt on many occasions with Tom of your office. Tom is the consummate professional. Tom has always been polite, ready to help, calm and collected when we have a banking problem (and we are not calm), and he is very knowledgeable about Verity policies, and banking in general and in specific. Over the years problems have arisen, and Tom has always taken the time to help us work through those problems to our satisfaction. He makes every customer of Verity feel special and important. If every banking professional had Tom’s skills, the public would be well served and very satisfied with their bank’s customer service. Tom is the standard by which we judge other members of the banking community at large.
Tom is one of the primary reasons that we have remained happy, contented and well serviced Verity customers. Where Tom goes, we will go. His commitment to excellent customer service has produced customers who are very loyal to him. Verity should be proud that Tom is in its employ. He represents Verity in the best possible manner every time he picks up the phone or meets with one of your customers.
Succinctly, Tom is an extraordinary professional (and would be in whatever he did), and whatever we say to you, words cannot adequately convey how highly we regard Tom. Verity is quite fortunate to have Tom, as are we.
Justin started his long career at Verity as a summer intern. After leaving to pursue a degree in human resource management at Western Washington University, he returned to what he describes as “one of the strongest environments I have seen in terms of focus on their employees.” During his time here, Verity has been recognized with multiple awards ranging from employee development initiatives to overall work environment. Justin holds an MBA from Seattle University along with being an honors graduate from Western CUNA Management School and a certified Credit Union Development Educator.