Put call centers back to the branches? As in 888 calls being routed to branches during the day? Terrifying if that’s what you are saying. Branches were allowed extra positions when that was happening. With all the lost staff that has not been replaced in branches that would be a horrible choice.
Also as far MLO being back under the branch, what excites you about that?
FAS is staying. We have a more specialized skill set. It takes a lot to offer all the services we do. Really anyone should be able to take a mortgage application.
No in other words put call centers back under branch leadership. Call centers weren’t receiving branch calls anyways. Our boss needs to be local instead of someone out in Raleigh. That’s what that means to put call centers back in branches. Does not change where calls are routed. They would just be under the local VP and local managers instead of someone you never met!
Decentralization is needed. Do you really want your boss to be someone in Raleigh vs your local VP that actually knows you? Putting contact centers back in local branches does not mean the calls will get routed to the branch. It didn’t before
@1:24. It means branches will be able to use their MLO to do other things beside online shop and watch Netflix. Currently they only do mortgages. Once the changes are finalized the will be helping out with other areas if they aren’t busy. And in a lot of smaller branches they are doing 1-3 mortgages a month
If collections up to 90 days are back in the branch, what is the collection department going to be doing? Seems like let’s throw everything at the branch and force people to resign. But higher more executives at the same time. Piss poor leadership.
Jack of all trades is the way to go. Sure it’s more work, but makes you a better employee while giving YOU job stability. You don’t want to be a one trick pony in this job market. Secu allowed you to build your skill set Now we are reduced to processors. This will also help the branches out! Having call centers back in branches epically the busy ones will help also! This also helps call center employee diversity their skill set by working a teller drawer or front desk. Not everything is about kicking your feet up.
@2:49 BINGO! This is BS why can’t I approve my friends and neighbors mortgages like the old days? I should be the final approval authority on something that important
I too am confused on the logistics, as it seems everyone is. But if they are “back under the branches” what does that mean for the mortgage specialists that work from home?
And regarding the information about 60-90 day collections coming back to the branch, does that mean collectors who are used to working from home will have to be assigned a branch to work from?
Unfortunately, many of the branch staff who took specialized positions such as collections and MLS are long term legacy employees who I believe have some weight. I can’t think of anyone who is going to take this well and I believe many will fight back.
At 2:51, FAS and its employees are nothing special. I’ve done all that you do and more. Your comment just shows how out of touch the FAS staff is. FAS is a drain on resources and morale.
5:10 that’s the problem still. They decentralized one element while the rest are centralized. It’s going to get confusing if we have a mixed model of both.
The FAS specialist program pilot started long before Jim Hayes and this board started wrecking the place. The pilot proved successful when FAS specialists reported to the supportive district branch svp with their day to day functions managed by internal departments. Its just not necessary for FAS to report to the branch when most of their job function is controlled by back office.
@2:51 Such a vast and complex task for you all to plop people in target funds and collect a .5 expense ratio on top of the fund fee. So complex, it takes me a whole 10 clicks on fidelity.com. I’m not saying yall don’t help people, but let’s not be THAT arrogant
@2:51 - it sounds like this is the same arrogant person that said our advisors are the best in the whole state! This was one of the most ridiculous statements ever posted on this blog. Our advisors provide a valuable service to our members but let's not get carried away.
8:23 "Such a vast and complex task for you all to plop people in target funds and collect a .5 expense ratio on top of the fund fee."
Are you in support of bringing taxes back to the branch, aka charging members $100 to take the information from their W2 and type it into the software? Just curious.
@2:20 - there are numerous other institutions that will do what we do for far less. For example, Fidelity has no charge up to $25,000. It is too bad that FAS has completely forgotten what it means to take care of our average member. Please take a step down from that pedestal that you were on because the reputation is taking a significant hit.
4:39 you're referring to self-directed options. That is absolutely true, and if a member is comfortable going that route, they are certainly welcome to do that. Fidelity will not give you a dedicated advisor with a direct line and unlimited in-person access for $25,000. I don't know any other institution that will for a $3,500 investment, do you? I would also just add that no one is forcing members to use our services. We tell them what we offer and what we charge, and they decide if it's worth it to them. If not, they can use another institution or go self-directed.
2:51, May I remind you that many of us mastered that specialized skill set and did it successfully for years while completing every other branch function simultaneously. Ego has no place in a cooperative.
She made 1 good decision but you can’t have a centralized and decentralized system all at once. It’s too mixed and will cause problems. We need to FULLY decentralize and empower our branches and local contact centers again.
don't forget the many jobs moved out of North Carolina by all the outsourcing. That is dollars out fo local communities. Health plan bills coming from some firm in Boston, MA!! SECU needs to run its own, tight, well managed shop. Not all the sloppy industry standard stuff advocated by Hayes, Brady and this board of 8.
@2:15 that’s ridiculous. They should be allowed time to find an internal position to transfer to because many of them are exempt employees but the position itself should be dissolved.
Some probably originally believed that Hayes was going to make genuine good change. Some are naive and didn’t realize how corporate America worked outside secu. These vps and SVPs have families and are good people. Sure there may be a bad egg here and there. But we must stand with them equally as we do the tellers. They are important. As we are feeling pressure, so are they…
These SVPs and VPs are our long time coworkers and friends. I support the change but not at this cost. I am so sad to see us talking about them like this.
@6:49 must be a bitter fso and jealous of success. The MLO SVPs and VPs the ones I know are all good people and treated their staff with respect. In the branch and in LA.
As an FSO, I still communicate with VPs and SVPs regularly. They are great people just trying to do the best they can. They have a lot going on in their life. It’s hard to thwart our enemies because we were so unprepared for someone like Hayes to come in. They are just doing the best they can. I’m sure there is some that have ulterior motives, but I highly doubt that’s the majority of the VPs and SVPs. This was a shock to everyone and everyone has been rolling with the punches since. 4 more in October and then we CUT the cancers OUT!
According to HR Blockhead FAS is next. She tee’d it up in the memo … more efficient to have all under 1!!!! Bring back the glory days of me telling them what to do
Jack of all trades is not good for the membership. They need and deserve quality service. Its not a fast food joint. The goal shouldn't be to get the members in and out as quick as possible. Why don't members deserve an expert in their craft?
9:49 agreed. There is a strange mentality in a lot of the comments on this blog that would seem to suggest the only important members are the ones who need account service and car loans. I don't understand why, in their view, the member who needs quality insurance, the member who needs to invest for their future, or the member who needs to protect their family with estate planning are less important and should take a background seat.
Worked well for 85 years. Specialization has done nothing but lead to long ques in the call center. Limits the branch employees ability to help members which causes inefficiency in the branchIt actually strengthens employees skillset instead of doing one task? Jack of all trades is superior…bootlicker….we have the track record to show it😂 specialization so far has FLOPPED
“Jack of all trades isn’t good for the membership” guess this person didn’t work at secu prior to Hayes….we were a well ran machine. Now we are a joke thanks to centralization and specialization
Jack of all trades is not superior for professional licensed service. Open yall minds a little bit. You hire professionals for almost everything else except for a financial advisor or mortgage officer?
We look like a fast food bank now with all the poor services we provide now? Workers wear T-shirts now and aren’t allowed to help members with certain tasks because they are “specialized”. Specialization set the credit union back. Specialization is also another tactic to reduce the employees skillset so they can pay them less…but keep kissing their butt. It may pay off for you.
I love when the exec team masquerades as employees try to flip the narrative in their favor. It won’t work. YOU HAVE FAILED FOR 2 1/2 YEARS! GIVE US OUR SECU BACK! GO BACK TO THE WAY IT WAS
What they don’t want you to know about the Jack of all trades model….is Job security! If you are specialized…it limits your skillset as an employee making that much easier to replace along with potentially paying you less. Jack of all trades…you gain more knowledge in other areas of the organization making you a much versatile employee along with job security due the increased knowledge you have. Plus if you have other licenses such as for investments…your pay was increased. Nothing wrong with an employee having a diversified skill set. It makes the employee more valuable and skilled! All the banks due specialization as well…no wonder they suck!
Jack of all trades also made us a “unicorn”. There is a reason the banks have always sucked. They don’t simply get it. Take care of your employees and the great service will follow. Provide them amply of opportunity to learn and strengthen their knowledge.
Why are the banks service so poor when they are specialized? We were the Jack of all trades prior to Hayes and our service CRUSHED THE BANKS INCLUDING FCB!!!!
Specialization…yes makes your job easier…but that’s it…it makes it easy to replace you….If Under the “jack of all trades” employees aren’t nearly as easily replaced. That’s why the credit union has always promoted within because employees had vast knowledge which outsiders couldn’t compete. But when specialized…employees are much easily replaceable by outsiders….specialization is not your friend fellow employees…seems nice at first when your job is easy…then you realize that’s how banks work..reduce employee skill sets so we can turn this place into a revolving door of employees because anyone would be able to do the job. They want employees with limited skill sets and that will obey orders from centralized authority.
When you specialize, you compartmentalize. It defeats cooperation amongst employees which is what executives and board want. Look at what centralization and specialization has done to this credit union. That’s the exact tools Hayes used to destroy this place for workers.Until those are switched back…nothing will change. Specialization and centralization is your enemy folks. The whole credit union needs to be unified as before and the decentralized model with Jack of all trades PROVED to be successful. Specialization and centralization gives power to the top! Decentralization and Jack of all trades gives power back to the employees. Allow loan officers and MLOs to make decisions! Let branch VPs run their branch independently tailored to the philosophy of SECU. Don’t fall for specialization because it makes your specific job easy. Anything easy always has a huge CON to it…and in this case YOUR job security and your reduced skillset as an employee. Specialist roles are no different than the relationship Banker role for tellers…a simplified skillset that allows corporations to pay you much less and replace you. That’s what they are about. If we don’t decentralize and implement Jack of all trades…nothing will change. You can put whoever as ceo or Board, but If the centralization and specialization is still the tool they use….you’ll become just another industry standard financial institution. you’ve already seen comments from them such as “just a teller” “anybody can do a mortgage application” “our department requires a much more sophisticated skillset”… see that’s the result you get from specialization. Comments like that and it will continue to grow the more we get away from what we were. A Unified credit union.
What fits “people helping people” when it comes to employees working at secu together…specialization or Jack of all trades….specialization like RBL doesn’t even fit into the philosophy of secu. It, in a way, creates classes amongst employees like RBL does for our members when it comes to loans…BINGO YOU MIGHT BE GETTING NOW….THATS HOW COMPANIES DIVIDE! Specialization and centralization IS industry standard. Decentralization and Jack of all trades is the secret ingredient that made SECU…SECU. It made employees work together! Sure..taxes may suck or having to do an auto loan instead of working the mortgages you were doing is not fun! But you are helping your fellow employee! That’s what the Jack of all trades allows! Helping one another in a worker co-op. Hard to do that when you are specialized and compartmentalized
Let these comments sink in folks. Decentralization. Worker Co-Op. Same interest rate for Everyone. Collectivized membership. Jack of All Trades. People helping people. Do the right thing. There is a difference. Promote within. Think of how they all tie in together folks. They all ALIGN TOGETHER! Module testing for promotion and increased pay(you controlled your labor in a sense, you not only own where you work, but you chose your career path with no competition. You worked hard. Took the tests. You passed. You trained. You became. One step at a time. Now they have fellow employees fighting for positions. Wasn’t so much like that prior. The problem prior was waiting for people to retire which is another good sign if a company is good. How long do employees stay? Look at the banks who centralized and specialized. It’s a meat grinder folks. Challenge your thinking. Don’t be a yes man or woman for a paycheck. We have something special. Don’t lose it. Don’t become industry standard.
Workers at a bank are just a cog in the machine. No voice. No vote. Just do what you are told or we will fire you or make it miserable to the point where you want quit. This is the reality for a lot of workers in corporations across America. Secu is a GEM. For the membership and employees. If you don’t treat employees right then how do we expect you treat the people we are suppose to be serving right? Make it make sense, Board.
Loan officers making loans is what makes the money. Loan Admin, takes no ownership. Also, I thought part of this great New Strategic Plan was to improve the employees experience?
Hooray! RBL has to go! Tax prep needs to retrun for 100,000 members, too! Is Brady going to have some guts and do the right thing here, in spite of The Eight? hmmmm, or calculated decisions to prevent employee mutiny? 4 More in 24!!
@7:14 agree, since such special skills are needed to be FAS-had no idea?? the great superiors of SECU-they have quickly forgotten they were branch employees working their way up just like the rest of us-pretty sure we all took the same insurance tests, investments tests, etc now they are all looking down at us from their high horse!
Tax prep would almost be impossible to get back. Would have to re train all the branch tax prepairers and would have to get all the new qrgs with only 5 of the tax prep employees still in same dept. They had 11 before the end. Lots of changes in the 3 years. I think it would take al1 or 2 years to do.
Tax prep served 100,000+ members. how many members does FAS serve? It would be worth while to retrain---and retrain everyone on the difference in a credit union and a bank.
@7:02 you clearly don’t know Rex or understand the comic. It’s not saying that secu is fudging numbers it’s saying they are moving the target that assets falling 5 billion was the goal
Pay more on the MMA you greedy scum. RBL and stuffing more money for Leigh and the Top 10. Stop the waste. People depend on savings and you’re a shame to credit unions. Ally bank has better financials.
Some mortgage officers were treated so badly by local management they could leave or transfer. Offices in closets, not invited to Christmas parties, told their careers would be done once they went back to working for the VP, etc. Not all or even most branches, but definitely more than just a couple.
What about half the mlos that took the job and completely change personalities over night and walked in acting like they were superior meanwhile they were a fso who couldn’t pass the lending exam. Most MLoS all take off all holidays, walk out the door at 5:30 and say see ya you all have a good weekend on a Friday when ten people are still in the lobby. Well the chickens have come home to roost. But the true SR FSOs that had worked their way up most of them continued to be team players and help the branch. They will be fine.
Does it? Sounds like they are going to be monitoring what they do and how it’s being done. I don’t for a second believe that I will have the freedom to tell them what to do.
No. When Jim was here they were moved out of the branch. So they worked in the branch but not for the branch manager. So Managers had no say over what their responsibilities were. This is just moving them back under the branch manager. For some of the busier MLOs this isn’t going to be much of a change. For the slower ones it means they will be doing more branch work
All I know is the comments on the webex and jabber today were disgusting. I can see some people getting fired next week. Control your emotions people. It was like a royal temper tantrum. Showed how entitled some of the mlos were. Noticed it wasn’t the actual good employees most of them signed off.
Don't all these comments come from the frutrations created by the board hiring Hayes, and doing an about face on SECU. EVERYTHING at SECU? Treatment of long term employees being #1? Doing away with training--"throw the books out, burn them" or some such comment by Hayes. Dress down, so members don't know who works at the branch. Oh Buy a Logo shirt. Doing away with good rates for members, instituting RBL, taking away tax prep, changing by laws in the middle of the night, The List is tiresome and seemingly never ending! the cost of running SECU is going up up up and the employees and members don't get it. "profits are highest ever" ?? WHAT is going on at SECU? Where are the people in the organization speaking out?? Who is THE Board listening to? Longtime employees? or new hires? New hires who were NEVER trained in the SECU way. Was The Board? Maybe the board should have to be trained in what it means to as Blaine puts it "be a unicorn." 4 more in 24!!!!!
I don’t believe the MLOs will be making any active effort to start willingly helping out the branch-it will always be the excuse of “I have some mortgages that still need attended to” and will play that up as much as possible-very deep into the mentality of “that’s not my job” anymore to help the lobby…
If MLO understands the employee's job is to assist the OWNER, maybe the MLO is willing to do whatever job is required to assist the OWNER. Start with that. that is everyone's job at SECU.
No honestly a VP is supposed to manage. Again manage. At the same time if there’s a need, yes lead and get a member. But at the core manage, train, develop and run the branch. You understand a VP does do more than just sit in there office? You don’t, you’re making a generalization. It’s not hard work to step out and write a loan, keep those coming all day. Managing 20 different personalities daily, yes can be challenging. I mean get a clue on how an operation works before you make some dumb ass comment
@6:28pm. And FAS folks should do FAS and MLO should do mortgages. Why is branch VP the exclusion to the rule here? Maybe we shouldn't judge each other by our jobs if we don't understand them 100%?
@6:28pm. Comparing a branch VP to an FAS or MLO employee is an apples to oranges comparison. The VP just like in any other business is responsible for the operation of the entire unit. They are typically very busy to ensure the business is running well. FAS and MLO employees are responsible for one specific task. Unfortunately there have been far too many examples how these employees are taking advantage and not exactly giving a full effort. Like any situation this does not apply to everybody however there are just far too many stories of them not putting in a full day. Branch employees get understandably resentful when day after day they see the FAS folks leaving at 3:00 or 3:30 to go home for the day. If they have that kind of time then maybe there are some other tasks that they could take on.
@7:25 And a VP should manage and lead. If they are taking members on a regular basis, that will get in the way of doing their job. You know, the job they are getting paid to do.
Haha I am supposed to go home at 3:30 I need to have a talk with my boss about this because he hasn’t been following that rule. I am constantly working serving my whole district. Just because I don’t have a member in my office does not mean I am not helping members.
@7:42pm. I agree. If FAS folks and MLOs are taking new accounts, collections, personal loans etc that would be getting in the way of the jobs they are paid to do. Can't have the "jack of all trades" argrument if were going to say except VPs because they have a different job..
Never have understood why when members decline Brokerage accounts after meeting with FAS reps, these Reps send them back to the waiting area for someone else to key a share term certificate. Anyone should be able to key those upon request by a member. Not a good thing to ask members to switch offices for basic services.
The fact that there is even a discussion about whether or not VPs should help member is a problem. If not to help members, why do VPs even continue to manage branches?
The FAS specialists barley report to their own VP because everything they do is controlled by the back office departments. Not sure what reporting to a branch VP would help other than if you just wanted control over them and not their job function?
My assumption would be the branches would like to utilize them for more than their specialization. Just like I am confident they plan to have the MLO do duties outside their specialization.
Sorry but I am a VP and due to staff cuts I see more members than most FSOs. And still manage the branch you know HR, facility keep up, member complaints, BORA, pay the bills, etc… tired of hearing all the FAS, MLOs and other employees complaining. I had my investment licenses, trust school, and insurance licenses. Out performed all these FAS reps now. Did more mortgages in my career than the MLO are doing. Stop complaining. Stop acting like you are someone special. FAS reps in my branch open STCs by the way. Also helps out with newer staff. Found ways to open accounts when slammed. Had some MLOs that do loans still when needed. FYI when all the MLOs act like they can’t key loans anymore ask them if they use LOS to key hoeqs. Bunch of entitled complainers. Glad have good reps.
Appreciate your validation that not all MLO’s and FAS are bad people. Many of them are the same coworkers we’ve had for years and are great people. Still finishing consumer loans, not afraid to answer the phone. This is vs, them mentality is so sad.
FAS is a money pit. Just look at the financials. Mortgages make money. If there’s an argument to be made for FAS not needing to report to the branch VP, profitability sure as hell isn’t it.
It's a service to members. And SECU is not for profit. Do they want to be sustainable? Yes. If VPs don't like to be told how to run their branches. Then they of all employees shouldn't be telling the rest of the organization how it should be ran right? Let the member owners make those decisions.
@9:30pm with $2.6 billion of member money under advisory management, and lets not forget the estate planning program that earns secu $0 but one of the greatest benefits members have access to. FAS isn't going anywhere.
... Can't miss!
SECU used to do without saying - because actions spoke louder than words. Now they have to say because no one understands the doing.
ReplyDeleteThe winds of change are gathering...
Well, ... give or take $5 billion.
ReplyDeleteMLOs back under the branch. Now put the call centers back in the local branches and call centers! The exact way it was before!
ReplyDeletePut call centers back to the branches? As in 888 calls being routed to branches during the day? Terrifying if that’s what you are saying. Branches were allowed extra positions when that was happening. With all the lost staff that has not been replaced in branches that would be a horrible choice.
DeleteAlso as far MLO being back under the branch, what excites you about that?
60-90 day collections is also coming back to the branches.
DeleteWhat about FAS?
DeleteYes! Now the managers can go back to what they do best. Telling other people what to do!
DeleteAny news on FAS?
DeleteWhere did you hear that?
DeleteWhat’s the point if they don’t give us back our ability to approve mortgage loans? No clue
DeleteFAS is staying. We have a more specialized skill set. It takes a lot to offer all the services we do. Really anyone should be able to take a mortgage application.
DeleteFAS is not changing.
DeleteNo in other words put call centers back under branch leadership. Call centers weren’t receiving branch calls anyways. Our boss needs to be local instead of someone out in Raleigh. That’s what that means to put call centers back in branches. Does not change where calls are routed. They would just be under the local VP and local managers instead of someone you never met!
DeleteDecentralization is needed. Do you really want your boss to be someone in Raleigh vs your local VP that actually knows you? Putting contact centers back in local branches does not mean the calls will get routed to the branch. It didn’t before
DeleteIf members want to call the branch…let them call the branch?
Delete@1:24. It means branches will be able to use their MLO to do other things beside online shop and watch Netflix. Currently they only do mortgages. Once the changes are finalized the will be helping out with other areas if they aren’t busy. And in a lot of smaller branches they are doing 1-3 mortgages a month
DeleteIf collections up to 90 days are back in the branch, what is the collection department going to be doing? Seems like let’s throw everything at the branch and force people to resign. But higher more executives at the same time. Piss poor leadership.
DeleteJack of all trades is the way to go. Sure it’s more work, but makes you a better employee while giving YOU job stability. You don’t want to be a one trick pony in this job market. Secu allowed you to build your skill set Now we are reduced to processors. This will also help the branches out! Having call centers back in branches epically the busy ones will help also! This also helps call center employee diversity their skill set by working a teller drawer or front desk. Not everything is about kicking your feet up.
DeleteIn other words…they are slowly admitting the Jack of all trades is the superior model vs specialization….
Delete@3:46 interesting. Do you have data to support that?
Delete@2:49 BINGO! This is BS why can’t I approve my friends and neighbors mortgages like the old days? I should be the final approval authority on something that important
DeleteI too am confused on the logistics, as it seems everyone is. But if they are “back under the branches” what does that mean for the mortgage specialists that work from home?
DeleteAnd regarding the information about 60-90 day collections coming back to the branch, does that mean collectors who are used to working from home will have to be assigned a branch to work from?
Unfortunately, many of the branch staff who took specialized positions such as collections and MLS are long term legacy employees who I believe have some weight. I can’t think of anyone who is going to take this well and I believe many will fight back.
At 2:51, FAS and its employees are nothing special. I’ve done all that you do and more. Your comment just shows how out of touch the FAS staff is. FAS is a drain on resources and morale.
DeleteThe arrogance reeks at comment 2:51…why are you at a credit union?
Delete5:10 that’s the problem still. They decentralized one element while the rest are centralized. It’s going to get confusing if we have a mixed model of both.
DeleteThe FAS specialist program pilot started long before Jim Hayes and this board started wrecking the place. The pilot proved successful when FAS specialists reported to the supportive district branch svp with their day to day functions managed by internal departments. Its just not necessary for FAS to report to the branch when most of their job function is controlled by back office.
Delete@4:20 data to support branches closing 1-3 mortgages a month or employees watching Netflix
DeleteDon’t forget they made no money for the organization. FAS only made sense when offered by FSOs in the branch. FAS is a money pit of an operation.
Delete@2:51 Such a vast and complex task for you all to plop people in target funds and collect a .5 expense ratio on top of the fund fee. So complex, it takes me a whole 10 clicks on fidelity.com. I’m not saying yall don’t help people, but let’s not be THAT arrogant
Delete@2:51 - it sounds like this is the same arrogant person that said our advisors are the best in the whole state! This was one of the most ridiculous statements ever posted on this blog. Our advisors provide a valuable service to our members but let's not get carried away.
Delete8:23 "Such a vast and complex task for you all to plop people in target funds and collect a .5 expense ratio on top of the fund fee."
DeleteAre you in support of bringing taxes back to the branch, aka charging members $100 to take the information from their W2 and type it into the software? Just curious.
@2:20 - there are numerous other institutions that will do what we do for far less. For example, Fidelity has no charge up to $25,000. It is too bad that FAS has completely forgotten what it means to take care of our average member. Please take a step down from that pedestal that you were on because the reputation is taking a significant hit.
Delete@2:20 Yes, but it should be free. And if free wasn’t feasible, as close to free as possible.
Delete4:39 you're referring to self-directed options. That is absolutely true, and if a member is comfortable going that route, they are certainly welcome to do that. Fidelity will not give you a dedicated advisor with a direct line and unlimited in-person access for $25,000. I don't know any other institution that will for a $3,500 investment, do you? I would also just add that no one is forcing members to use our services. We tell them what we offer and what we charge, and they decide if it's worth it to them. If not, they can use another institution or go self-directed.
Delete2:51, May I remind you that many of us mastered that specialized skill set and did it successfully for years while completing every other branch function simultaneously. Ego has no place in a cooperative.
DeleteConvergence was the best thing to ever happen for us and here we are today.
ReplyDeleteIf Leigh thinks this will save her job she is wrong!
ReplyDelete#FireLeighBrady
#EmptyTheSwamp
#DoTheRightThing
Is this change not doing the right thing?
DeleteShe made 1 good decision but you can’t have a centralized and decentralized system all at once. It’s too mixed and will cause problems. We need to FULLY decentralize and empower our branches and local contact centers again.
DeleteLove Leigh, but she is a good 'ole girl "chuckler" not a CEO.
Deletedon't forget the many jobs moved out of North Carolina by all the outsourcing. That is dollars out fo local communities. Health plan bills coming from some firm in Boston, MA!! SECU needs to run its own, tight, well managed shop. Not all the sloppy industry standard stuff advocated by Hayes, Brady and this board of 8.
DeleteI heard the MLO SVPsand VPs get to keep their jobs too. Without any employees! What a joke!
ReplyDeleteShould have to give their company paid vehicles back too.
DeleteWe shouldn’t want anyone fired outside of the executive team and Board. Some VPs and SVPs are great people in tough spots
DeleteThey were complicit in the takeover of SECU by THIS board. They need to go!
Delete@2:15 that’s ridiculous. They should be allowed time to find an internal position to transfer to because many of them are exempt employees but the position itself should be dissolved.
DeleteCut out the cancer!
DeleteSome probably originally believed that Hayes was going to make genuine good change. Some are naive and didn’t realize how corporate America worked outside secu. These vps and SVPs have families and are good people. Sure there may be a bad egg here and there. But we must stand with them equally as we do the tellers. They are important. As we are feeling pressure, so are they…
DeleteThese SVPs and VPs are our long time coworkers and friends. I support the change but not at this cost. I am so sad to see us talking about them like this.
DeleteIf you support them you are just as bad as Leigh.
Delete@6:49 must be a bitter fso and jealous of success. The MLO SVPs and VPs the ones I know are all good people and treated their staff with respect. In the branch and in LA.
DeleteAs an FSO, I still communicate with VPs and SVPs regularly. They are great people just trying to do the best they can. They have a lot going on in their life. It’s hard to thwart our enemies because we were so unprepared for someone like Hayes to come in. They are just doing the best they can. I’m sure there is some that have ulterior motives, but I highly doubt that’s the majority of the VPs and SVPs. This was a shock to everyone and everyone has been rolling with the punches since. 4 more in October and then we CUT the cancers OUT!
DeleteAccording to HR Blockhead FAS is next. She tee’d it up in the memo … more efficient to have all under 1!!!! Bring back the glory days of me telling them what to do
DeleteBest news I’ve heard all year! We would be better off if Loan Administration was dumped altogether!!!!
ReplyDeleteAmen!!! #Decentralize. Let’s put our operations back in local hands! Local VPs managing local employees. Better yet. Jack of all trades!
DeleteJack of all trades is not good for the membership. They need and deserve quality service. Its not a fast food joint. The goal shouldn't be to get the members in and out as quick as possible. Why don't members deserve an expert in their craft?
Delete9:49 agreed. There is a strange mentality in a lot of the comments on this blog that would seem to suggest the only important members are the ones who need account service and car loans. I don't understand why, in their view, the member who needs quality insurance, the member who needs to invest for their future, or the member who needs to protect their family with estate planning are less important and should take a background seat.
DeleteWorked well for 85 years. Specialization has done nothing but lead to long ques in the call center. Limits the branch employees ability to help members which causes inefficiency in the branchIt actually strengthens employees skillset instead of doing one task? Jack of all trades is superior…bootlicker….we have the track record to show it😂 specialization so far has FLOPPED
Delete“Jack of all trades isn’t good for the membership” guess this person didn’t work at secu prior to Hayes….we were a well ran machine. Now we are a joke thanks to centralization and specialization
DeleteJack of all trades is not superior for professional licensed service. Open yall minds a little bit. You hire professionals for almost everything else except for a financial advisor or mortgage officer?
DeleteWe look like a fast food bank now with all the poor services we provide now? Workers wear T-shirts now and aren’t allowed to help members with certain tasks because they are “specialized”. Specialization set the credit union back. Specialization is also another tactic to reduce the employees skillset so they can pay them less…but keep kissing their butt. It may pay off for you.
DeleteI love when the exec team masquerades as employees try to flip the narrative in their favor. It won’t work. YOU HAVE FAILED FOR 2 1/2 YEARS! GIVE US OUR SECU BACK! GO BACK TO THE WAY IT WAS
DeleteWhat they don’t want you to know about the Jack of all trades model….is Job security! If you are specialized…it limits your skillset as an employee making that much easier to replace along with potentially paying you less. Jack of all trades…you gain more knowledge in other areas of the organization making you a much versatile employee along with job security due the increased knowledge you have. Plus if you have other licenses such as for investments…your pay was increased. Nothing wrong with an employee having a diversified skill set. It makes the employee more valuable and skilled! All the banks due specialization as well…no wonder they suck!
DeleteCompensation study was completed after the switch to specialization. Wonder why…so they can justify paying employees less?
DeleteJack of all trades also made us a “unicorn”. There is a reason the banks have always sucked. They don’t simply get it. Take care of your employees and the great service will follow. Provide them amply of opportunity to learn and strengthen their knowledge.
DeleteWhy are the banks service so poor when they are specialized? We were the Jack of all trades prior to Hayes and our service CRUSHED THE BANKS INCLUDING FCB!!!!
DeleteHow is specialization working for other institutions? Not very well is it….
DeleteSpecialization…yes makes your job easier…but that’s it…it makes it easy to replace you….If Under the “jack of all trades” employees aren’t nearly as easily replaced. That’s why the credit union has always promoted within because employees had vast knowledge which outsiders couldn’t compete. But when specialized…employees are much easily replaceable by outsiders….specialization is not your friend fellow employees…seems nice at first when your job is easy…then you realize that’s how banks work..reduce employee skill sets so we can turn this place into a revolving door of employees because anyone would be able to do the job. They want employees with limited skill sets and that will obey orders from centralized authority.
DeleteWhen you specialize, you compartmentalize. It defeats cooperation amongst employees which is what executives and board want. Look at what centralization and specialization has done to this credit union. That’s the exact tools Hayes used to destroy this place for workers.Until those are switched back…nothing will change. Specialization and centralization is your enemy folks. The whole credit union needs to be unified as before and the decentralized model with Jack of all trades PROVED to be successful. Specialization and centralization gives power to the top! Decentralization and Jack of all trades gives power back to the employees. Allow loan officers and MLOs to make decisions! Let branch VPs run their branch independently tailored to the philosophy of SECU. Don’t fall for specialization because it makes your specific job easy. Anything easy always has a huge CON to it…and in this case YOUR job security and your reduced skillset as an employee. Specialist roles are no different than the relationship Banker role for tellers…a simplified skillset that allows corporations to pay you much less and replace you. That’s what they are about. If we don’t decentralize and implement Jack of all trades…nothing will change. You can put whoever as ceo or Board, but If the centralization and specialization is still the tool they use….you’ll become just another industry standard financial institution. you’ve already seen comments from them such as “just a teller” “anybody can do a mortgage application” “our department requires a much more sophisticated skillset”… see that’s the result you get from specialization. Comments like that and it will continue to grow the more we get away from what we were. A Unified credit union.
DeleteWhat fits “people helping people” when it comes to employees working at secu together…specialization or Jack of all trades….specialization like RBL doesn’t even fit into the philosophy of secu. It, in a way, creates classes amongst employees like RBL does for our members when it comes to loans…BINGO YOU MIGHT BE GETTING NOW….THATS HOW COMPANIES DIVIDE! Specialization and centralization IS industry standard. Decentralization and Jack of all trades is the secret ingredient that made SECU…SECU. It made employees work together! Sure..taxes may suck or having to do an auto loan instead of working the mortgages you were doing is not fun! But you are helping your fellow employee! That’s what the Jack of all trades allows! Helping one another in a worker co-op. Hard to do that when you are specialized and compartmentalized
DeleteLet these comments sink in folks. Decentralization. Worker Co-Op. Same interest rate for Everyone. Collectivized membership. Jack of All Trades. People helping people. Do the right thing. There is a difference. Promote within. Think of how they all tie in together folks. They all ALIGN TOGETHER!
DeleteModule testing for promotion and increased pay(you controlled your labor in a sense, you not only own where you work, but you chose your career path with no competition. You worked hard. Took the tests. You passed. You trained. You became. One step at a time. Now they have fellow employees fighting for positions. Wasn’t so much like that prior. The problem prior was waiting for people to retire which is another good sign if a company is good. How long do employees stay? Look at the banks who centralized and specialized. It’s a meat grinder folks. Challenge your thinking. Don’t be a yes man or woman for a paycheck. We have something special. Don’t lose it. Don’t become industry standard.
Workers at a bank are just a cog in the machine. No voice. No vote. Just do what you are told or we will fire you or make it miserable to the point where you want quit. This is the reality for a lot of workers in corporations across America. Secu is a GEM. For the membership and employees. If you don’t treat employees right then how do we expect you treat the people we are suppose to be serving right? Make it make sense, Board.
DeleteYou do realize that you make money off of lending money, right? Your salaries aren't paid by Fat Cat accounts. Dumping Loan Admin??
ReplyDeleteLoan Admin sucks.
DeleteLoan Admin is the real fat cat. They need to get rid of those cronies and put servant leaders from the branches in charge
DeleteLoan Admin slowly losing power ;(. Hopefully Leigh does the right thing and sweeps y’all out along with the board and exec team.
DeleteLoan officers making loans is what makes the money. Loan Admin, takes no ownership. Also, I thought part of this great New Strategic Plan was to improve the employees experience?
DeleteDo you really need loan admin? The actual loan officers are what is valuable..
DeleteGood thing they are looking for another AEVP in LA. Oversight on all this.
DeleteImproving employee experience but would be first to get rid of the damn board. And then we can go from there
Delete1st good decision Leigh has made. Got many more to go. Buck the board and get rid of RBL! We will stand behind you!
ReplyDeleteFor the record, the board would have to get rid of RBL. Leigh can’t do that by herself.
DeleteFinally one she doesn't have to aploogize for -or not!
DeleteHooray! RBL has to go! Tax prep needs to retrun for 100,000 members, too! Is Brady going to have some guts and do the right thing here, in spite of The Eight? hmmmm, or calculated decisions to prevent employee mutiny? 4 More in 24!!
DeleteAll for tax prep coming back. Give it to the FAS folks
Delete@7:14 agree, since such special skills are needed to be FAS-had no idea?? the great superiors of SECU-they have quickly forgotten they were branch employees working their way up just like the rest of us-pretty sure we all took the same insurance tests, investments tests, etc now they are all looking down at us from their high horse!
DeleteTax prep would almost be impossible to get back. Would have to re train all the branch tax prepairers and would have to get all the new qrgs with only 5 of the tax prep employees still in same dept. They had 11 before the end. Lots of changes in the 3 years. I think it would take al1 or 2 years to do.
DeleteTax prep served 100,000+ members. how many members does FAS serve? It would be worth while to retrain---and retrain everyone on the difference in a credit union and a bank.
DeleteI agree when Rex starts fiddling the numbers we are all in trouble
ReplyDeleteHe’s another wolf in sheep’s clothing. Past time for him to leave!
Delete@7:02 you clearly don’t know Rex or understand the comic. It’s not saying that secu is fudging numbers it’s saying they are moving the target that assets falling 5 billion was the goal
DeleteDo know Rex. they are his numbers.
DeletePay more on the MMA you greedy scum. RBL and stuffing more money for Leigh and the Top 10. Stop the waste. People depend on savings and you’re a shame to credit unions. Ally bank has better financials.
ReplyDeleteWhat does this mean in regular terms for members? I ADORE the two mortgage lenders at my community branch I do not want to see them mistreated
ReplyDeleteSome mortgage officers were treated so badly by local management they could leave or transfer. Offices in closets, not invited to Christmas parties, told their careers would be done once they went back to working for the VP, etc. Not all or even most branches, but definitely more than just a couple.
Delete@8:41 who can I contact about this on their behalf? Is your HR aware of that - this was by Branch management???
DeleteWhat about half the mlos that took the job and completely change personalities over night and walked in acting like they were superior meanwhile they were a fso who couldn’t pass the lending exam. Most MLoS all take off all holidays, walk out the door at 5:30 and say see ya you all have a good weekend on a Friday when ten people are still in the lobby. Well the chickens have come home to roost. But the true SR FSOs that had worked their way up most of them continued to be team players and help the branch. They will be fine.
DeleteThis means your local Mortgage Officer will be able to assist you with more than just a mortgage now
DeleteDoes it? Sounds like they are going to be monitoring what they do and how it’s being done. I don’t for a second believe that I will have the freedom to tell them what to do.
DeleteWait. Are we fighting mortgages now? We don’t want that anymore. Where is this going
ReplyDeleteNo. When Jim was here they were moved out of the branch. So they worked in the branch but not for the branch manager. So Managers had no say over what their responsibilities were. This is just moving them back under the branch manager. For some of the busier MLOs this isn’t going to be much of a change. For the slower ones it means they will be doing more branch work
DeleteAll I know is the comments on the webex and jabber today were disgusting. I can see some people getting fired next week. Control your emotions people. It was like a royal temper tantrum. Showed how entitled some of the mlos were. Noticed it wasn’t the actual good employees most of them signed off.
ReplyDeleteI am so confused where were you seeing this? I wasn’t aware of anything until the branch got a memo but I didn’t see anything else?
DeleteThe mlo staff had a meeting prior to the announcement I am sure that is what they are referring too.
DeleteTo be a fly on that wall!
DeleteAgree with a lot of points being made…but some of these comments hurt my head
ReplyDeleteDon't all these comments come from the frutrations created by the board hiring Hayes, and doing an about face on SECU. EVERYTHING at SECU? Treatment of long term employees being #1? Doing away with training--"throw the books out, burn them" or some such comment by Hayes. Dress down, so members don't know who works at the branch. Oh Buy a Logo shirt. Doing away with good rates for members, instituting RBL, taking away tax prep, changing by laws in the middle of the night, The List is tiresome and seemingly never ending! the cost of running SECU is going up up up and the employees and members don't get it. "profits are highest ever" ?? WHAT is going on at SECU? Where are the people in the organization speaking out?? Who is THE Board listening to? Longtime employees? or new hires? New hires who were NEVER trained in the SECU way. Was The Board? Maybe the board should have to be trained in what it means to as Blaine puts it "be a unicorn." 4 more in 24!!!!!
DeleteBring back there being a difference!!!!
DeleteI don’t believe the MLOs will be making any active effort to start willingly helping out the branch-it will always be the excuse of “I have some mortgages that still need attended to” and will play that up as much as possible-very deep into the mentality of “that’s not my job” anymore to help the lobby…
ReplyDeleteThat’s nothing new. We’ve struggled with MLOs doing that for years.
DeleteIf MLO understands the employee's job is to assist the OWNER, maybe the MLO is willing to do whatever job is required to assist the OWNER. Start with that. that is everyone's job at SECU.
DeleteShould that apply to SVPs and VPs as well?I can’t tell you the last time my VP took a member
DeleteNo honestly a VP is supposed to manage. Again manage. At the same time if there’s a need, yes lead and get a member. But at the core manage, train, develop and run the branch. You understand a VP does do more than just sit in there office? You don’t, you’re making a generalization. It’s not hard work to step out and write a loan, keep those coming all day. Managing 20 different personalities daily, yes can be challenging. I mean get a clue on how an operation works before you make some dumb ass comment
Delete@6:28pm. And FAS folks should do FAS and MLO should do mortgages. Why is branch VP the exclusion to the rule here? Maybe we shouldn't judge each other by our jobs if we don't understand them 100%?
Delete@6:28pm. Comparing a branch VP to an FAS or MLO employee is an apples to oranges comparison. The VP just like in any other business is responsible for the operation of the entire unit. They are typically very busy to ensure the business is running well. FAS and MLO employees are responsible for one specific task. Unfortunately there have been far too many examples how these employees are taking advantage and not exactly giving a full effort. Like any situation this does not apply to everybody however there are just far too many stories of them not putting in a full day. Branch employees get understandably resentful when day after day they see the FAS folks leaving at 3:00 or 3:30 to go home for the day. If they have that kind of time then maybe there are some other tasks that they could take on.
Delete@7:25 And a VP should manage and lead. If they are taking members on a regular basis, that will get in the way of doing their job. You know, the job they are getting paid to do.
DeleteHaha I am supposed to go home at 3:30 I need to have a talk with my boss about this because he hasn’t been following that rule. I am constantly working serving my whole district. Just because I don’t have a member in my office does not mean I am not helping members.
Delete@7:40pm. Do we know for sure they aren't working after hours or on weekends?
Delete@7:42pm. I agree. If FAS folks and MLOs are taking new accounts, collections, personal loans etc that would be getting in the way of the jobs they are paid to do. Can't have the "jack of all trades" argrument if were going to say except VPs because they have a different job..
DeleteAmen!
DeleteNever have understood why when members decline Brokerage accounts after meeting with FAS reps, these Reps send them back to the waiting area for someone else to key a share term certificate. Anyone should be able to key those upon request by a member. Not a good thing to ask members to switch offices for basic services.
DeleteThe fact that there is even a discussion about whether or not VPs should help member is a problem. If not to help members, why do VPs even continue to manage branches?
DeleteThe question remains - why the different treatment of FAS versus MLOs? Could it be that FAS used to report to Leigh?
DeleteDifferent responsibilities. Mortgages are slowing down less need for specialized reps. Assuming fas must be performing better.
DeleteThe FAS specialists barley report to their own VP because everything they do is controlled by the back office departments. Not sure what reporting to a branch VP would help other than if you just wanted control over them and not their job function?
DeleteMy assumption would be the branches would like to utilize them for more than their specialization. Just like I am confident they plan to have the MLO do duties outside their specialization.
DeleteSorry but I am a VP and due to staff cuts I see more members than most FSOs. And still manage the branch you know HR, facility keep up, member complaints, BORA, pay the bills, etc… tired of hearing all the FAS, MLOs and other employees complaining. I had my investment licenses, trust school, and insurance licenses. Out performed all these FAS reps now. Did more mortgages in my career than the MLO are doing. Stop complaining. Stop acting like you are someone special. FAS reps in my branch open STCs by the way. Also helps out with newer staff. Found ways to open accounts when slammed. Had some MLOs that do loans still when needed. FYI when all the MLOs act like they can’t key loans anymore ask them if they use LOS to key hoeqs. Bunch of entitled complainers. Glad have good reps.
DeleteAppreciate your validation that not all MLO’s and FAS are bad people. Many of them are the same coworkers we’ve had for years and are great people. Still finishing consumer loans, not afraid to answer the phone. This is vs, them mentality is so sad.
DeleteI agree!
DeleteFAS is a money pit. Just look at the financials. Mortgages make money. If there’s an argument to be made for FAS not needing to report to the branch VP, profitability sure as hell isn’t it.
ReplyDeleteInteresting wonder if they will go the way of taxes.
DeleteAny info to back that up? Not arguing just curious.
DeleteIt's a service to members. And SECU is not for profit. Do they want to be sustainable? Yes. If VPs don't like to be told how to run their branches. Then they of all employees shouldn't be telling the rest of the organization how it should be ran right? Let the member owners make those decisions.
DeleteYea what’s the point of the member owners at this point. New motto is there is not a difference!!!
Delete@9:30pm with $2.6 billion of member money under advisory management, and lets not forget the estate planning program that earns secu $0 but one of the greatest benefits members have access to. FAS isn't going anywhere.
ReplyDeleteDirty secret. Fire the FAS prima donnas and the member money will stay. they are so self important. Why not cut costs starting there.
DeleteSecond that. Don't let the door hit you on the b on way out
DeleteTHEY TOOK OUR JOB!!!!
Deleteopinions are fine, but look at the numbers. a downnill slide since Board tookover. 8 in 24. find a way
ReplyDeleteWow this got a lot of attention!
ReplyDeleteYea
DeleteYea it did
DeleteWow you are right it sure did!
DeleteSure
Delete