Hurricane Katrina was one of the biggest natural disasters ever to hit the United States. Often when things are at there worst it is when you see people at their best. Many people changed their lives to help those affected by the Hurricane. Some of these people were members at Verity. One of these members recently came back to comment on how much our Member Service Center helped him in his transition down to the areas affected by the Hurricane. Two people nominated the Member Service Department for this award after they spoke to him. Here are their nominations:

Nomination Number One: On April 4rd, John Madden (not the football announcer) visited our office for the sole purpose of expressing his many thanks to the Member Service Center for their outstanding service. He specifically complimented Marie Hull for her exceptional service. He also mentioned several times how no matter who he talked to in the department they were consistently friendly, patient and able to help him with odd situations or requests.

Mr. Madden works for the government and his work took him to Louisiana and other places affected by Hurricane Katrina. He said over the course of several months he would call Verity for assistance in how to get cash (we referred him to atms and shared branching) or for other advice. We always came through for him. He is transferring to Omaha Nebraska but because of Member Services quality service, he will continue to keep his business with Verity.

Nomination Number Two: Tuesday, April 4, 2006 a Member walked up to the front desk and asked to speak with a Manager. Not sure if it was a good thing or bad, I asked what it was concerning, and he started telling me that he is in charge of a relief effort for the Katrina Hurricane and that he had to relocate himself and some of his banking business out of state while also keeping an account with Verity Credit Union. He continued to tell me about the trials with his financial situations including buying a house and keeping his travel funds separate. Anyways, he then mentioned how well the Member Service Call Center Crew handled his many difficult requests on the phone in order to take care of his many challenging financial ordeals. I quickly called Ms. Sherry Steckly so that he could let her know personally about how well her crew did in accommodating his financial questions and requests. She and I were both were very pleased to know that he made a special trip to tell someone what a fantastic job everyone in the Call Center did. I think the whole Call Center should be commended for their excellent standards of member service. And knowing that this random situation of him walking in here and sharing his experiences with the Verity Staff is just the tip of the ice berg when it comes to the call center’s reputation for outstanding service to our Members!

Justin Martin

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.

One Response

  1. Web2earn says:

    Hello and thanks for the opportunity to post on your blog.

    I believe call center and answering service outsourcing is the way to go for many US-based companies who want to cut down running costs and thus increase their overall profits. However, one of the main issues that needs to be dealt with is that of staff training. There are a lot of professional call center training courses that are destined to be attended by the call center agents in order for these people to be more efficient and to be more specialized in their jobs. Most of the call center operation staff is composed by call center industry managers with experience in telecommunications, information technology and business development. Call centers are normally providing a whole range of external services, such as: call center services, contact center and help desk towards the biggest companies in the whole world.

    In case you wish to read more about this I invite you to read my study on outsourcing call center services

    Warm regards,

    M. Rad

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