A Better Banking Experience

Nicole Alcorn, TCU’s Chief Member Experience Officer, says great financial tools and products are just the beginning. At TCU, we get to know our members, tailoring solutions to their individual needs. We treat our members like we would want to be treated. That's the bottom line of Better Banking.

At TCU, good service focuses on the Golden Rule: “Treat others how you want to be treated.”

Every employee is a member of the credit union, making the empathetic act of putting ourselves in another person’s shoes that much easier. We’re all in this together.

That's true in good times and in bad, and TCU's ability to live up to its mission has been put to an unprecedented test during the pandemic and associated economic crisis.

Over the past few months, our team members have come through with flying colors. They have made personal phone calls to more than 50,000 members to ask, first and foremost, “How are things going?” Everyone’s needs are different and getting to know the impact of the situation on individuals, families and businesses has allowed us to better serve our members.

We informed them about the financial relief TCU could offer, such as loan deferrals and the availability of a 90-day emergency loan for those needing extra help. But our commitment went beyond that.

When an elderly member expressed concern that she couldn’t get a face mask, and a mom feared that she would be unable to buy groceries for her kids, team members stepped up to help.

As one member put it: “It was nice to know that people care about me. TCU always feels like a big family to me.”

That’s what we mean by Better Banking.

Great financial tools and products are not enough. At TCU, we take the time to get to know our members, listening to understand their unique personal needs.

We gather feedback regularly, reach out to hear individual concerns, and follow up with members to ensure that they’re satisfied with the credit union’s products and services. Personal service remains at the heart of our mission, and times like these make its importance all the more apparent.

We have continued to offer in-person banking by appointment at our service centers, where masks might obscure our smiles, but the spirit of treating others like we want to be treated carries on in our attention to both safety protocols and individual needs.

The pandemic has also emphasized the importance of sound financial habits, the essentials of budgeting and saving that build security and a cushion for hard times.

TCU offers an array of free educational resources and expert advice to help members learn and implement money-management techniques to help them pay their monthly bills and fulfill their long-term goals.

If that process feels overwhelming, TCU’s Universal Bankers — there’s one or more at every service center — provide free assistance to help members determine the steps they need to take to secure their financial future.

We’re here to help — to treat you like we would want to be treated.

That’s the bottom line of Better Banking.
 

Nicole Alcorn is TCU’s Chief Member Experience Officer. With more than 20 years of experience in the financial services sector, Nicole leverages her knowledge of and passion for customer insight and service to increase engagement with members and to advocate for the better banking experience that credit unions offer.