«Alliance Innovation Home

Innovative Member Delivery Makes A Difference

It’s all about member satisfaction at New England Federal Credit Union. In fact, the credit union’s monthly surveys continue to reveal that over 98% of the credit union’s members are either satisfied or very satisfied with the service they receive.

Why is the credit union so successful? Innovation has a lot to do with it, particularly their Fast, Easy and Direct member delivery strategy. NEFCU employees routinely go the extra mile – literally – to exceed their members’ expectations. For example, to save members a trip to a branch office, a small fleet of Loan Courier vehicles deliver loan checks, completed loan applications and other paperwork to members in the six counties the credit union serves. And because auto loans are particularly popular, vehicle loan documents are usually home delivered to members the same day. In addition, mortgage, home equity and auto loan applications are taken by call center staff and by the credit union’s dedicated online Internet team.

NEFCU also made another bold member convenience decision. They decided to be open seven days a week. At its main branch, the doors open at 7 a.m. and remain open until 7 p.m., Monday through Friday. On Saturday, the branch is open from 9 a.m. until 3 p.m., and on Sunday, a drive up teller handles transactions in person from 11 a.m. until 3 p.m. The driving force behind the credit union and its member delivery innovation is David Bard, NEFCU’s President and CEO. In the 20 years since he joined the organization, he has transformed it from a small, exclusively IBM credit union into a dynamic financial institution with more than 68,859 members and $490.8 million in assets.

“In everything we do, we strive to provide exceptional service, value and convenience to our members,” said Bard. “All of us are working hard to demonstrate that there are many innovative ways for organizations to improve their customer service and to make transactions easy and simple for the people they serve.”

The techniques being applied in pursuit of the credit union’s vision range from online high-tech to in-person low-tech. For example, through their free PC Banking service, a member can be automatically notified by e-mail that their account balance has fallen below a specified amount, helping to eliminate bounced check and late payment fees. Low-tech tools include the children’s play-set that is located in the middle of the main office lobby. It occupies the kids while parents close a loan, open a checking account, or sign up for any other service or account.

NEFCU recently launched its FAIR Checking Promise advertising campaign. The promotion explains how the credit union’s internal procedures are balanced to help members avoid unexpected or excessive penalties. It’s designed to show members that the credit union is working in their best interest, and that they really do make things simple and easy. At NEFCU, it’s not unusual to hear a member say, “Wow, you really did make that easy!” And that’s how NEFCU likes it, earning their members’ satisfaction and loyalty – one member at a time. New England Federal Credit Union is located in Williston, Vermont. The credit union currently serves over 68,859 members and has assets exceeding $490.8 million. It is the largest credit union in Vermont.

Visit NEFCU Website: www.NEFCU.com