uNews - September 2017


In This Issue

Helpful Read from HR

Branch Managers: Where are they now?

Community Corner

Summer of Giving Back

Putting the “IT” in Unitus

Coming soon – more HUB enhancements!

Service Excellence Update

Great job everyone!

Unitus Service Champions

Celebrating Q1-2017 Service Champions

Nominate a uStar!

Recognize your outstanding teammates!

Risk Advisory Roundup

A scam for every season…

What’s Happening

Babies!
Travel!
WOW!

Employee Focus

New Employees

Elizabeth Valeria, Part-time Teller, Beaverton Branch
Olivia Craft, Teller, Clackamas Branch
Shawn Ohki, Loan Processor 1, MLC

Anniversaries

Lori Olson – 20 years
Raven Bolinger – 5 years
Bonnie Macfarlane – 5 years
Lisseth Lorelli-Qualls – 5 years

uStars

Lauren Severance

Helpful Read from HR

Branch Managers: Where are they now?

By: Kimberly Howland

 

Have you walked into a Unitus branch lately and found yourself surprised by who you see managing? Have you tried calling a Branch Manager, only to find out they’ve moved? Well, you’re not alone!

We’ve had a lot of movement amongst Branch Management this summer, thanks to growing opportunities within Unitus. So, which managers have moved and where are they now?

 

    • Michelle Lachenmeier transferred from her management position at Mall 205 in order to become the new Consumer Lending Manager in the Member Loan Center at Plaza. Congratulations!
    • Jerrell Owens transferred from his position managing the Peterkort Branch in the Western Trifecta, to managing Mall 205 on the east. Good luck Jerrell!
    • Along with Jerrell, Rebecca Rich slid over to Mall 205 as well, having been promoted from Lead Member Advocate at the Plaza Branch to the Assistant Manager of the Mall 205 Branch. Nice job!
    • Matthew Bauman was promoted from his Assistant Manager position in Salem to become the Branch Manager for the newest branch still yet to come – Multnomah Village!
    • Joining Matthew at Multnomah Village is newly promoted Lead Member Advocate, Charles Torres. Rock on!
    • With Matthew’s exit from Salem, we were able to welcome back Terri Dowd as the Assistant Manager there. Great to have you back!
    • Char Sears transferred from her position as the Plaza Branch Manager to two floors upstairs as the Contact Center Manager. Quite literally movin’ on up!
    • Jorjia Fields is now calling the Plaza home, having transferred from managing the Tanasbourne Branch to managing the Plaza Branch. Welcome to the Plaza!
    • Boyd Carroll may be a face you’ve gotten accustomed to seeing at the Plaza Branch, but this former Member Advocate has a new title now – Lead Member Advocate of the Plaza Branch! Woo hoo!
    • Joining many of his colleagues, Jason Siebers can also be found in the Plaza these days. He is the new Operations Support Manager, having transferred from his management role at the Clackamas Branch. Hello my 5th floor neighbor!
    • Ashkan Jafari has taken on double-duty! He’s not only keeping his role as Beaverton Branch Manager, but adding Peterkort Branch Manager to his title as well. Two thumbs way up!

 

The next time you see one of these folks, make sure to tell them “Congrats!” and give them a high-five. (Pro tip: Look at the other person’s elbow when you’re high-fiving and you are less likely to miss!)

And don’t forget – if you’re looking to make a change, we have internal postings for positions constantly updated on uNet. Look under Public Pages > Human Resources > Job Postings tab on the right. Good luck to all of you!

 

 

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Community Corner

Summer of giving back

By: Aimee Berg

From sorting crates of radishes and weeding the garden at Oregon Food Bank, to packing backpacks full of school supplies for every student at Vestal School, employees volunteered over 400 hours with our extraordinary nonprofit partners this summer. Thank you #TeamUnitus volunteers for your continued support! Check out some of our favorite summer volunteer highlights:

uNews 134 - September 2017 - Community Corner Summer Highlight
uNews 134 - September 2017 - Community Corner Summer Highlight
uNews 134 - September 2017 - Community Corner Summer Highlight
uNews 134 - September 2017 - Community Corner Summer Highlight
uNews 134 - September 2017 - Community Corner Summer Highlight
uNews 134 - September 2017 - Community Corner Summer Highlight

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Putting the “IT” in Unitus

Coming soon – more HUB enhancements!

By: Tamara Cohen

 

The Contact Center is piloting a new and exciting improvement to the HUB. The new functionality will automate the data gathering and reporting for the member validation questions so the Contact Center staff don’t need to memorize the questions or match the information provided against the member. Besides streamlining the process, we’ll get more insight into how to continue to improve the validation process.

Check the October uNews to learn more about the upcoming enhancements. Thanks as always go out to you, our employees for providing feedback and to the Information Management Solutions team for making it happen.

 

 

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Service Excellence Update

Last month's NPS figures
Target: 60.50
Actual: 64.58

Great Job Everyone!

 

Unitus Service Champions

Celebrating Q1-2017 Service Champions

By: Heather Lane & Blaine Bartholomew

 

In August, we celebrated the excellent work of our first quarter 2017 Service Champions! Our Service Champions were joined by members of Leadership and Member Services for breakfast in the Board Room. There was a lot of great discussion, recognition of work, and everyone had a great time. Additionally, we had two members of the Contact Center break into the club for the first time! They brought a unique and very welcome perspective to member service.

We had the opportunity to hear what is important to each champion in terms of how they take care of our members and what makes them successful. Everyone had great input, advice, and experiences to share. For example:

  • Itzel Figueroa, Clackamas Teller, shared best practices for solving members’ problems in challenging and sometimes stressful circumstances. Itzel explained she focuses on winning the member over regardless of how difficult the problem is to solve. She concentrates on listening to the member, showing the member she cares, and doing her best to solve their problem. This is great advice, Itzel!
  • Julia Leeson-Stempko, Beaverton Member Advocate, explained how she tries to employ the 70/30 rule: she listens seventy percent of the time and spends thirty percent of the time responding. By doing this, she ensures her members have time to fully share their story and feel they are being listened to. This one can be easier said than done but is so valuable when executed well. Thanks for sharing, Julia!
uNews 134 - September 2017 - Community Corner Summer Highlight
From left to right: Steven Stapp, Blaine Bartholomew, Jessica Garnes, Summer Thompson, Julia Leeson-Stempko, Itzel Figueroa, Ashley Sharp, Lucas Cooper, Laurie Kresl, Brian Alfano, Jason Werts.

Everyone had great advice and insight as to how they find success in serving our membership. During the gathering, our CEO Steve Stapp explained his work with the International Credit Union Council and a few examples of other credit unions going above and beyond for their members. He shared a story of how one foreign credit union was in the middle of a war zone and ensured their doors remained open to members of both sides of the conflict. Wow! This is an incredible commitment and sure puts things in perspective.

As you may recall from the last edition of the NPS Newsletter, the Contact Center has recently deployed an auto answer greeting as part of the Marathon improvement process. This is a recorded greeting that plays for each phone call, saving valuable seconds from each call and giving the representative time to prepare for what’s ahead. Jessica Garnes and Summer Thompson, Contact Center Member Services Representatives, shared with the group that having a pre-recorded upbeat greeting has been a great way to set the tone for the call.

We’d like to offer another congratulations to this elite group and we look forward to recognizing another ten Service Champions at our next breakfast!

 

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uNews - Nominate a uStar

 

Risk Advisory Roundup

A Scam for every season…

By: Ellen Tillotson

 

The eclipse has come and gone. August vacation images are being replaced by back to school photos on the Facebook feed. Days are returning to the hectic schedules of school, sports practice and music lessons. In the middle of it all, your phone rings and the person on the other end of the line tells you that Junior is about to lose his spot in his class because you forgot to the pay the Tuition Fee. This person is convincing, scary even, and you start to think maybe you did forget to pay an extra fee. There has been a lot going on, after all. Then she tells you to bring cash and meet her at a random Starbucks. Which seems weird; why not just bring it to the school office? Because it’s a scam, crafted to prey upon busy parents who might let their guard down if their child’s education is on the line.  This one is even called the Back to School Scam. It’s real and there are smart, careful parents out there who will fall for it.

If it seems like every time you turn around, there is a new scam, it’s because there is. They are often cleverly timed with seasons and holidays:

  • February: Sweetheart Scam
  • March: Spring Break Jail/Kidnap Scam (AKA The Grandparent Scam)
  • April: IRS Scam
  • Summer: Hotel Reward Points Scam
  • September: Back to School Scam
  • Holiday Season: Secret Shopper/Extra Holiday Money Scam

The calling card of scams used to be a check received in the mail to be deposited and then the majority of funds wired out to the sender with the victim keeping a small portion. (Canadian Lottery Scam) According to the Credit Union National Association (CUNA), checks are still fraudsters’ preferred method (77%), to credit/debit cards (34%) and wires (27%). New fraud methods are starting to emerge. Gift cards and Visa cash cards are becoming a common currency in addition to cash or wired funds. One IRS scam even asks victims to pay in Apple iTunes cards. Scams come in all shapes and sizes and the smartest people can find themselves victimized. This can lead to embarrassment and reservations about coming forward, which just perpetuates the cycle.

As financial institution employees, we are looked to as experts and defenders of our members’ accounts. While it’s true that we can’t stop members determined to send funds to their fiancé whom they met last month online or to that nice Nigerian prince who emailed them, we can know our members and ask thoughtful questions when transactions are out of the ordinary. We can also help members understand the risks of depositing a fraudulent check or withdrawing large amounts of cash for dubious purposes. Not only will they continue to be targeted by the fraudsters, they will be responsible for any losses associated with the transaction. Risk Advisory Services conducts training for frontline staff on how to identify fraudulent situations and documents. If you’re unsure of how to start these conversations with members, your manager can help you access the resources you need to feel confident. You might even save a member and the credit union from a scam.

Don’t forget! If you do catch a scam in action or identify fraud of any kind, you could be eligible for a Fraud Finder Award! Not only do you receive the gratification of helping a member and the thanks of a grateful credit union, you could be eligible for a $50 reward. Follow this link to learn more about the Unitus Fraud Finder program!

 

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What’s Happening?

Babies!

 

uNews What's Happening Betsy Jones

Betsy Thomas, Lead Member Advocate, Peterkort Branch

Hear Betsy tell it: I am so excited and happy to be back to work after being gone all summer! Our little boy, Bryan Michael Thomas, was born 5 ½ weeks early on April 13, 2017. He was in the NICU for 11 days, but got to come home early. He’s been keeping us on our toes ever since. His big sister Natalie absolutely adores him and the feeling is mutual. They are two peas in a pod! I can’t wait to catch up with everyone and work with all of you again. Cheers! 🙂 

 

Travel!

 

uNews 134 - September 2017 - Community Corner Summer Highlight

 

Lauren Severance, Lead Member Advocate, Williams Branch

In August, Lauren went on a trip out to California for her cousin’s wedding. While she was there she and her boyfriend Brian got to hang out with family and go to Lauren’s favorite place on Earth—Disneyland! While in Disneyland, they took in all the shows, like Fantasmic and the Main Street Electrical Parade. Lauren was super excited to see Mickey. She is a huge Disney fan, and since Mickey is the one who started it, he’s her all-time favorite. Lauren and Brian also took some time to hang out at Huntington Beach!

 

 

WOW!

 

uNews 134 - September 2017 - Community Corner Summer Highlight

Karen Salman, AVP of Operations Support, and Char Sears, Contact Center Manager

In late August, the leaves began turning, a new season of football started, and Karen and Char found themselves in a big, long relay race! This time they tackled the 2017 Portland to Coast walking relay. Congratulations to both of you and your team, Roadkill Grill, for coming in second place!

 

 

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