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Service Excellence

Service Excellence

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IBMSECU’s Mission Statement:

To deliver Service Excellence to the Membership and value to the communities we serve while ensuring the safety and soundness of the Credit Union.

The Service Excellence Program is designed to measure, review, and continually improve the service quality provided to our valued members.

How the Service Excellence Program Works:

  • THE PURPOSE: We developed the Service Excellence Program to help execute our mission, which is to provide Service Excellence to our members. By providing us with your feedback, we can make improvements where needed and reward our employees when deserved.
  • WHAT YOU CAN DO: If you receive a short survey from us in your email box, please take a few moments to complete it. We will appreciate your feedback!
  • IMPORTANT TO KNOW: You qualify three times per year to receive and submit a transactional or relationship survey. This is your opportunity to share your opinions and feelings, so we thank you in advance for taking the time to submit a survey.

2016 Accomplishments

So far in 2016, we have made the following improvements based on survey feedback from our Members:

  • Our Loan Prequalification program now offers qualified Members loan options that can be easily accepted without needing to apply
  • Our new responsive-design, ADA-compliant website was launched
  • All Member statements were changed to run at month-end
  • An eBrochures system was implemented to conveniently send product information to Members via email while saving paper and printing costs
  • A "View Quick Balance" option was added to Mobile Banking to allow Members to easily check their account balances
  • IBMSECU Financial Planning & Investment Services was formed to serve Members' wealth management needs

2015 Accomplishments

The following improvements were made in 2015 based on feedback from our Members:

  • A new free-of-charge checking account, myWallet Checking, was introduced
  • myDefense Checking was created to offer a checking account with Identity Theft protection included
  • Samsung Pay and Android Pay Mobile Payment options were implemented 
  • TrueCar Auto Buying Service was added as a new Auto Buying option
  • To better serve our Members, our Call Center hours were extended from 8:00 a.m. – 6:00 p.m.
  • Our Online Membership Application was upgraded to make joining online easier
  • Our phone system was modified to use a single toll-free phone number in all areas (800.873.5100)
  • LiveChat was added to our Online Loan Application to assist Members during the loan application process 
  • Our ATM/Branch Locator service was added to Mobile Banking to make it easier to find a location on-the-go
  • The Skip-A-Payment program, which allows Members to postpone a loan payment, was implemented
  •  Our Online Banking/Online Bill Pay system was completely upgraded   

2014 Accomplishments

In 2014, the following improvements were made based on your survey responses:

  • A new and improved Online Banking and Mobile Banking
  • New iPhone and Android apps
  • Remote Check Image Deposit
  • LiveChat
  • Adjusted loan application requirements
  • Business lending
  • New Visa financing options
  • New 5/5 ARM mortgage
  • New YouTube educational videos
  • Free Youth Checking account
  • HomeAdvantage™ Realtor commission-rebate services

Share a Great Experience or Contact Us

Would you like to share a great experience you had at IBMSECU? Fill out our Testimonial Form and your story may be included in future IBMSECU publications.

Contact us if you have any questions or concerns at survey@ibmsecu.org, 800.873.5100, ext. 8732.

Events

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Financial Planning & Investment Services "Meet and Greets" on Oct 1 - Nov 30

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IBMSECU closed for Thanksgiving on Nov 23

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BALANCE Webinar: First-Time Homebuyer on Dec 5

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