Rochdale Credit Union - Member Service Standards

These are service standards that apply to all RCU employees and will guide all of our member interactions:

We strive to continually improve the “quality of interaction” with our members:

• We will have a solid understanding of the features and benefits of all products and services as demonstrated by staff achieving a score better than 85% on our product knowledge tests.
• We will not assume that we know the members needs, we will always ask them what their needs are and if they have been met.
• We will identify member “financial needs” rather than flogging products and our member service staff will always refer a “need” rather than a product.
• We will strive to match RCU products and services to meet member needs.
• We always thank our members for their business, and when they are delighted with our service, we ask them for a referral.

We strive to save our members time and respond quickly to their requests:

• We will return all member calls/e-mails within the same day (if we cannot answer their questions we will at least acknowledge their call/e-mail and provide a time frame for when we will get back to them with an answer)
• We will strive to meet with members at their scheduled appointments, however if there is a time when they must wait a few minutes they will be advised.
• For unscheduled appointments, we must address the member within 5 minutes of entering the branch.
• When there are delays in the MSR line of more than 5 minutes members will be acknowledged and provided with an estimate of how long it will take before they are served.
• We will always strive to approve or decline personal loan/mortgage requests within one working day, once we have all the required information. (Where this is not possible, we will contact the member within one working day to inform the member of the status).
• If member service staff are unable to resolve a problem within 24 hours, they will bring it to the attention of their supervisor.
• A member in the branch always takes priority over paperwork and other internal work.
  

We strive to demonstrate our ”personal touch” and not treat our members like a number:

• We will address our members by their name.
• We will identify ourselves to members on the telephone.
• We will gladly look up our members’ account information and go out of our way to provide personalized service for our members.
• When problems arise on a member’s account, we will always contact them by telephone (instead of by letter) to discuss prior to taking any action.

We will be “proactive” with our members:

• We will tell members about our products and services and not wait for them to ask.
• We will endeavour to uncover member needs that members do not know that they have yet.
• We will review the entire member’s file and identify potential needs prior to meeting with the member.
• We will ask questions and gather information so that we fully understand and can anticipate our members’ needs.