How do we know the quality of service is declining? Because our CEO recently confirmed just that!
A 40-year member and retired employee forwarded the SECU newsletter ("Common Bond") below from August 2009. The SECU Board Chairman, Ms. Shirley Bell, had some interesting observations about your credit union and high praise for the SECU staff. Take a look:
The member provided the following comparison and comment:
✅ Chairman Bell said: "Our outside auditors and examiners continue to confirm, with unqualified and highly complimentary opinions, that you “Do the Right Thing” and operate in a prudent, safe and sound manner. Our membership respects and appreciates your focus on reliable, high quality service with a 97% satisfaction rating in the Annual Member Survey. The “very satisfied” component of that exceptional rating is 85% - the highest among all credit unions. Our members think you’re really good – we agree!"
✅ Our current CEO recently told retirees in a letter: "SECU’s exceptional service level continues to outperform. We are listening to members now more than ever before. The Credit Union utilizes Net Promoter Score (NPS) as our measurement. SECU’s overall score in June 2024 was 66, which is composed of individual scores ranging from 53 to 80 depending on the delivery channel. NPS scores run from -100 to 100. Any score over 50 is considered terrific and the average for a financial institution is 34. SECU is well known for delivering excellent member service, but if members do complain, there are multiple resources (front line staff, operations departments, and a dedicated member resolutions team) readily available to members, ensuring their voices are heard."
✅ The member remarked: "Notice the member ratings mentioned.
Leigh Brady tells us that 50 or more is good and a 66 favorable
rating is great. When faced with the comparison of these surveys, I am
sure Leigh Brady would spin it to blame former
leadership, but I'm not sure how."
❋❋ Click here to vote now! ❋❋
Jean Blaine - Susie Ford - Julian Hawes - Kirby Parrish
Restore fairness and the highest quality of service for every member! All 4 in 2024!
What a contrast in recognizing that Employees make SECU. Ms Bell truly appreciates what employees have accomplished. Frontline employees. The ones talking to the members everyday. "Members Resolution Team" ??!! Used to be employees at every branch and the call centers WERE the member resolution team. Brady has to have one to solve all the problems the new/new from the board has created. Restore the local focus. Vote Blaine-Ford-Hawes-Parrish!
ReplyDeleteSo glad you mentioned the “Members Resolution Team”. You know you’ve gone downhill when you need one of these.
DeleteCurrent employee here. I haven't seen anything CLOSE to this praise in the last few years at SECU. Used to be that you got an email like this every so often. Now, if we get an email it's all touting what the CEO has done.
DeleteJust a simple note, sent directly to teams who are working hard goes a long way. I think true leaders know that.
Current employee here as well. SVPs and VPs and managers at secu are still doing a great job overall. They are just in a tough situation. They have really stepped up the past 3 years to carry the blunders the board and exec team keeps making.
Delete9:00am 100% agree. Local VPs, SVPs and managers have been phenomenal the past 3 years. They deserve their roses once we get our board and ceo situation fixed.
DeleteAgreed. I love my manager and VP. Couldn’t be happier with the team I’m on. But we know the giant elephant in the room that seeks to ruin it all. Our manager doesn’t treat us like robots and neither does our vp. They respect and understand the people they are managing. I hope this will continue at secu because I have worked at a bank and that was not the case over there. We were treated like rats. Secu has never treated their workers like replaceable rats, but if the board gets their way…they will try to change that
DeleteOh how times have changed ... you can't even speak at a yearly meeting now ...
ReplyDeleteWe went from "People Helping People" to shut up and sit down .....
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I'm completely baffled what has happened to SECU ever since Jim Haynes became President, and now Leigh Brady. I'm a former 19-year SECU employee, who decided in 2016 to embark on a graduate school career in the Old Northern State, aka North Dakota. I kept my accounts with SECU and have stayed in touch with former co-workers. It saddens me to see what's happened. RBL is about as far removed from a true credit union's mission as you can get. And just because "every CU" is doing it doesn't mean SECU should. If anything, we should not because we thrived for 80 years by bucking the RBL trend that clearly differentiated us from the evil 4-letter word that starts with b and ends with k. Looks like SECU has been losing money ever since they started the RBL practice and morale is down ever since they started the political correct DEI committee. Was that necessary? In all my years at SECU not once did I feel that SECU left people out, members or employees. As employees, we all had the same mission, to do the right thing and help our members and each other - regardless of color, sex, national origin, identity or whatever floats the DEI categories nowadays. Seems like DEI has achieved the opposite, where we now check off DEI boxes to fulfill DEI quotas. Sad.
ReplyDeleteSad indeed. As a long time and current SECU employee, it's been tough watching the decline. You are correct, SECU was thriving and flourishing for 80+ years, and every employee, member, and non-member felt welcome regardless of any "category". The fact that SECU now has a "DEI committee" implies that we are categorizing employees and members which is just plain wrong.
DeleteThe DEI committee is another industry standard. every CU has one now, so we should too, right?
DeleteI worry that criticising DEI can sound like one thinks there's nothing we need to fix. To be sure, everyplace can improve themselves by focusing on diversity, equity, and inclusion. The way to do that might be a challenge.
DeleteAs an employee, I can say that I've seen nothing from the DEI group unless you count the lady who told all of IT to find another job. DEI wouldn't be the only group that's done nothing though. Marketing anyone? We can start a list here.
Been around this organization a long time and in management over 25 years. I am here to state we have never had a hard time with DEI. If you hire the right person dei will always be there. We need to be fair to everyone. We don’t need a department to tell us how to do that. That was instilled in us when Mr. Blaine interviewed us. DEI is not hard and I have always had a very diverse group of employees (and no it was not because I was looking for someone of a different race or gender!). I had it because I always did the right thing! Marketing department needs to go too. And all these folks need to stop being so angry and telling us the way we have done business is wrong. The reason they have a place to work today is because of the morally right decisions made over the last 85 years!
Deletemarketing is working hard on this election!!
DeleteLet's not forget the "Green Team" smh
DeleteWell said @2:30pm. It’s just a corporate tactic to look socially responsible.
DeleteWell you know marketing is so very busy as they always state it when they finally send out that poor excuse of a Common Bond every 3 of 4 months....geesh
DeleteThere were usually a few board members that would attend the Managers Meeting each year and they were always treated like royalty. We would revere and respect them, they deserved it and we knew it. They continue to fall for the used car sales pitch There is no respect, they destroyed the credit union and everyone knows it. You may not see much from employees here or on Facebook, but they know the truth because they have lived it.
ReplyDeleteFor them to say that the "disgruntled employees" don't want technology upgrades shows just how far they have fallen. I don't know what their incentive is, but its not born from a volunteer spirit.
You don't hire leadership, you build it. They blew it.
"You don't hire leadership, you build it"
DeleteThis right here ^^^^^
@10:04-well said and totally agree. Employees like me are so disappointed in this current board. We have to get SECU back on track with the four member nominees or we will lose what was once the apex of credit unions.
DeleteThe common bond has become an afterthought. Use to we were proud about our volunteer work and what we were doing at the credit union. Now it has become an afterthought being missed. The credit union doesn’t care about its employees the way they use to its all about the bottom line.
ReplyDeleteI quit reading The Common Bond when Marketing took control of it. We don't have much in common any more.
ReplyDelete