This member came into my office to request a balance transfer and when she handed me the balance transfer form, I noticed her limit wouldn’t cover the amount she needed to transfer. I said, “No biggie, let’s run a quick limit increase request.” So we started the application and while I was entering the details for the limit increase, I reviewed some notes from when she applied for an equity loan back in early 2016, but wasn’t able to get approved. At that time her husband had recently retired, and their income situation had changed. During that same time, I recalled they had a large outstanding loan at a pretty high rate so I asked if that ever got worked out. I could immediately tell I hit on a sensitive subject when she said, “No, we’re still paying them; and I’m retiring soon. I AM STRESSED OUT.”
Jim came into the Tacoma branch and sat at my desk to inquire about a pre-approved Home Equity Line of Credit mailer he recently received from us. I educated him on the various loan options and how they could be applied to his specific situation. Jim mentioned some work needed to be done around the house and had it all planned out, so we went with the Advantage Equity loan.
The transition from Woodstone Credit Union to Qualstar, like any merger, can be fraught with alignment issues.
Systems, processes, cultures, people, etc…I’ve experienced some of these issues from a customer perspective coming from Woodstone as well.
However, I had a very pleasant customer experience on 8/3/2018 with Falana Clark, the Branch Manager in Kent.
She helped with a deposit, then listened to my concerns such as is there a member CU closer to my home they take deposits, does Qualstar have a Certified Financial Planner or equivalent for financial services? Falana handled each of these requests delightfully, with a desire to help.
She even helped me with testing the Kent ATM with my account number to ensure deposit capabilities. In addition, she personally contacted Qualstar’s Investment Advisor at the Federal Way branch to determine his financial accreditation’s and experience while I was at the branch. She is now the primary reason I plan on staying with Qualstar.
Please pass along my compliments to her. She did a wonderful job and is a credit to your organization.