😎 Got a wide response on the Wolfpacker post [see post here - 9/13] on the loss of an old friend and die-hard SECU supporter... and a subsequent safe deposit box snafu experienced by the family.
Well, you know how the folks "Downeast" are - don't like to be left out... here's a "me, too":
☠ "Just read your latest blog. I, too, have attempted to close out my safe deposit box three, count ‘em
3 times and left the branch in frustration. There is either no one
there who knows how, or they only have 2 keys, or someone is at lunch and unavailable.
I do not even recognize my old branch. Looks like everybody I knew left and from what I hear I cannot say that I blame them. Needless to say, I am heartbroken over it. That blog prompted this and I just had to get it off my chest."
✅ Apparently, one elephant in the room which has not been addressed by the SECU Board - nor the CEO - is the quality of service members are now receiving at the "new/new" SECU. Might be time for the Board to take a breather from those "We Are" vanity vids and get back to work on monitoring the actual performance of SECU.
Time for another one of those "All Members/All Employees" CEO memos? Here are some questions:
- Are the call center wait times, as often mentioned, too long? If so, what's being done?
- Are you stripping folks out of the branches to work calls? Hasn't this led to long lines and a decline in branch service levels?
- Have too many long term employees left due to the internal disruptions, leaving SECU with a large number of new, untrained staff?
- Has specialization and centralization crippled the unity and member service flexibility at the branches?
- Is collection centralization continuing to cause loan losses to soar?
- The number of SECU employees (f/t, p/t) has increased by 1000+ - up by almost 20% - over last 2 years. If they are not in the branches, where are they, what are they doing for the members?
- Have you considered that deposits may be leaving for reasons - like service quality - other than those low rates?
... even the pirates are now complaining about SECU?
service has become slow and sloppy.
ReplyDeleteLast three times drive in was backed way up. Went in only one teller to handle line.
ReplyDeleteI attempted to move money out of that 1% money market to another institution, which you can't do electronically if you don't have an SECU checking account. Before I figured it out, a teaser 5.6% 12-month CD popped up. I assume this was to try to stem the outflow of deposits until next year, but that’s another point. Anyway, it worked, and I decided to move the money to the CD instead. Simple solution, right? Well…not exactly. To move this money from two money market accounts to two identically titled CDs took nearly 2 weeks, 5 emails, and me printing and snail-mailing back ASR forms that weren’t even pre-filled correctly. The tickets, though related, were assigned to two different employees by whatever system is being used.
ReplyDeleteto get the higher rate text them a withdrawal request or just transfer to checking and do myself?
Delete"When someone shows you who they are, believe them the first time. People know themselves much better than you do. That's why it's important to stop expecting them to be something other than who they are."
ReplyDeleteMaya Angelou
The BOD's have shown you who 'they' are and who they care about ... and that ain't you!
Hint: "They ain't changing folks!"
If they aren't replaced expect more of the same, or worse!
"You Get What You Tolerate" ...
ReplyDeleteService has declined, the removal of FAS and Mortgage employees being the biggest reason… these were seasoned employees who no longer are in every day member service. By specializing those roles, you have a handful of the MLO employees like those who are twiddling their thumbs and looking for work, while the lobby is backed up, 8-9 members waiting and no one to help them. Phones ringing off the hook, nope MLO’s are not allowed to answer the phones, sign in members, or work front desk, scan, ANYTHING. Often times members leave without being helped.
ReplyDeleteDo members not need insurance, investments, and estate planning? Do they only need car loans?
DeleteIn the past, we had available staff who could help with all these requests in branches. Now, anyone not in FAS or MLO has involuntarily lost the ability to help in those areas. Over-specializing has limited access to member services. MLO/FAS can’t help branches and branches can’t help them.
Deleteall by design ... not 'stupid people ...'
Delete@10:26. Yes members need all 3. The issue is there are very few branches that require someone to work on that 8 hours a day 5 days a week exclusively.
DeleteSame with Mortgage, yes members still need mortgages and Home Equity Loans but very few branches need someone to be doing that 40 hours a week exclusively
They over hired for FAS and MLO, so you got those employees with not a lot to do. and then you have underpaid branch staff left short handed and so freakin busy alot are ready to quit.
DeleteCorrect- you don’t need 4 MLO’s at a branch, when each of them are averaging assisting one member a day, sometimes they take 0 members a day
DeleteGuess a good number of those people hired during the last two years were needed to replace seasoned employees who receive promotions to jobs that are no longer member facing as they no longer work in the branches…..working from home now but seen often walking during mornings and midday. Guess they are still plugged in?? The other new hires are needed for spin and pie in the sky jobs who don’t understand what it means to be a credit union member, most especially what is needed to be a trusted SECU provider of service employee.
ReplyDeleteSECU on the road to being just like everybody else. How do you stand out in that sorry crowd? By being Wells Fargo? Seems to be the ambition of this board led by Chris and Alice Garland. Lots of money for the big brass...
ReplyDeleteWhy aren't you publishing the August financials?
ReplyDeletethe dog ate it .....
DeleteThere was a summary https://www.secujustasking.com/2023/09/elect-member-nominated-candidates.html
DeleteYou can (supposedly) get the financials from any branch--After Jim Blaine pointed out that this board and administration was in violation of the law! ( imagine that with 3 lawyers on this board and a legal department!) Vote Perkins, Clements, Stone!!!!!!
"You can (supposedly) get the financials from any branch"
DeleteI thought they were going 'All digital' .... seems to me the report would be posted on their web site up top on the front page... you know something they could brag about ...
Has Leigh Brady reinstated the traiing modules that she said she was going to reinstate---shortly after her rapid hire? No don't think so.. Lots of foot dragging on the new new CEO's part to really solve problems. this board's policies need reversing ASAP and even then it's going to be hell for members. but we aren't seeing ANY improvements with MS Bardy at the helm. Cusomer service at SECU no longer exists. Members first? ha VOTE! Perkins, Clements, Stone!!
ReplyDeleteShe has a lot to do short term. And modules ain’t #1. Like I would anyone, provide some grace. It’s not like we got a tire in the ditch in the past year. We went off the road without 4WD.
DeleteAgree with that, but wasn't she driving?
DeleteNow claims the devil made her do it
DeleteWent downhill fast as hell. why can't the turn around back to 85 years worth of the best service in the country happen just as fast? Most of those folks are still working in the branches. close out the centralization and send them all back out there to do it all. Put the branch manager back in as the boss. why is this so hard? Did they burn the training notebooks? Leigh Brady herself used to run that shop....guess she's forgot how it well it used to work. Vote Perkins, Clements, Stone! Get rid of these folks who don't care about member services.
DeleteWhen did I start working at Wells Fargo? its never the CEOs fault
Delete"When did I start working at Wells Fargo? "
DeleteWhen Gym was hired ... you can trace the downward spiral from there ... stop the bleeding of money ...
VOTE! Perkins, Clements, Stone!!