We are in the throes of an Online Banking conversion. Computer conversions are never fun and online conversions are the worst.
The biggest problem for us right now is that the conversion required us to reset everyone’s passwords. To log in, you need to know the last four digits of your primary contact phone number and the last four digits of your social security number.
Some members have changed their contact information over the years, but didn’t think to tell us. So the phone number we have in our system may be different than their current phone number. We tried to communicate for months that we needed updated phone numbers for this conversion to go smoothly, but it is difficult to reach everyone.
Due to this issue, our phones were overloaded yesterday and some callers got a busy signal. We’ve been employing all sorts of means to keep phone lines open and capacity is far less of an issue today.
We are updating the front page of the website to answer the most common questions we’ve received since the conversion and are trying to keep all front line staff abreast of each issue as it arises.
Many of our members have been supportive and congratulatory of the ease of the new system. We appreciate that feedback.
Some are frustrated. We understand your frustrations and are working as fast as we can to alleviate them.
I want to give public recognition to our IT Department who has been working tirelessly on this since Sunday and a HUGE thanks to our phone staff. They generally have little to do with the decisions behind conversions, yet they hear the most feedback. They have been rock solid the last two days and I am grateful for them.
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