Extra Care Mbr
Member: "I want to sit with one of your reps!"
When you advise you need a more specific reason for logging them in, the member states "It's about my accounts. What else do you need to know?
Make sure to respond in an understanding and empathetic way.
ex. "I understand you may be worried about the security of your accounts. I do need to make sure you do not require one of our specialists. Would you feel comfortable being a bit more specific, please?
Worst case (sign in as general questions - other)
Member: Hello, I'm looking to open a business account. Although, I do not currently have a membership with NFCU.
ex. "Welcome in! We do need you to open a personal membership before opening a business account. Do you happen to have any military affiliation, we can definitely get this process started for you."
If eligible sign in under New membership
Member: "Hi there, I'm looking to apply for a mortgage. My access number is xxxxxxx.
ex. "Good Afternoon! I'm happy to hear you're already a member. I do want to advise we normally take in mortgage applications as appointments. I can sign you in and advise my mortgage specialists if we could fit you in today. Worst case we can at least give a 10 minute conversation. Our specialists can also advise of other ways to proceed with your application if you'd like!"
Member states they want to add beneficiaries to their accounts and process a credit card payment.
ex." Welcome in! I would first need to sign you in for beneficiaries. (Payable on Death POD). You can head right behind me to the teller line for your payment. After you're done please take a seat in the lobby."
sign in as POD
Member: "NFCU messed up my accounts. I've been a member for 15 years and this is what I get!? I want to speak with someone."
ex. "Oh my goodness! I'm sorry to hear that something frustrating is going on. We would be more than happy to take a look and get things resolved. What is it specifically in regards to?"
again, showing that empathy and understanding before trying to ask more probing questions for logging purposes.
member: "What's up brutha. I was told about the different type of business checking accounts you guys offer. I have a current business checking account I'd like to change to a different one."
ex. "That sounds great! Let me get you signed in for of our lovely reps to assist you."
ALL MSRS are about to conduct this service for business accounts.
Member: " Hello, I am interested in applying for a HELOC."
ex. "Of course, I would like to advise that mortgage servicing is normally taken by appointment. I can definitely still get you seated with one of our reps so they can give you further guidance with your request!"
This process will give the perception we are still doing everything we can to help even if they can apply today.
Member: "What's up my dude. I'm looking for some help with investment accounts."
ex. "How exciting! We do offer assistance with this through our NFIS rep Sean. Here is his business card. If you'd like we can sit you down with one of our TM who can give Sean some of your information before he sets up an appointment with you. Does this sound okay?"
Instead of handing off Sean's biz card. Offer the member a chance for us to create a warm transfer to Sean.
Sign in under NFIS referral
Member: "Hi, I need to speak to a manager."
ex. "I see. Would you be able to give me a bit more information on what you'd like to discuss?"
There is an option for See Leader- other
Try to clarify if the member REALLY needs a leader or possibly just an MSR who is able to give reassurance and clear explanations.
member. "whats good fam. I'd like to open a certificate for my business account today."
ex. "Oh yes, I would like to inform you that branch personnel are not able to open a CD for a business. We are only allowed to do servicing after it is opened. We could definitely still get you signed in and walk you through the opening process on your OLB, does that sound good?"
Member: "Hey there, I have some questions about my mortgage payments. I'd like to sit down with someone."
Ex. "We can definitely assist you with this today. Let me get you signed in and please take a seat in the lobby."
Whether or not an MLO pulls this member, we are require to call the mortgage department for payment inquiries. Any MSR can help.
sign in under mortgage payments/payoff
Member: "I'd like to talk about an IRA account today and apply for an auto loan."
ex. "Awesome! I want to first advise we do normally try to have our IRA members sit with a specialist. Depending on what you are requesting, we may need to call our back office department for further assistance. We appreciate your patience with us today."
Sign in the member under IRA questions and advised team of the auto loan request and what you have told the member.