Employee Expectations
What were we supposed to wear Friday the 8th?
SLFCU shirts so we can honor and say "thank you" to the SLFCU brand one final time.
How will customer service be affected?
It will not be affected. Employees are expected to continue our member expectations.
will there be new membership qualifications?
No, the membership qualifications will stay the same.
When will we get our new badges, and will we have to take new badge pictures?
We will start to get our new Sunward badges on the 12th and no, we will not be taking new pictures for the badges.
How are members going to access the new website?
After the 12th members who go to SLFCU.org will automatically be redirected to gosunward.org.
What are we wearing Tuesday? The day of the launch.
Purple shirt (if we have one) and Sunward vest.
Why did we change our colors to purple and gold/yellow?
After extensive research it was found that those colors represent newcoming and promote positive feelings. This is exactly what we are going for with this new brand.
What does the word Sunward mean?
directed or moving towards the sun
What are we supposed to do with all of our SLFCU branded clothing?
There is going to be a buy-back program where we are going to get credit for the SLFCU gear. We can then put those credits towards the new Sunward gear.
No, members will not need to reset anything, the app is going to go through an automatic update on the 12th. Members do not need to uninstall and reinstall the app, it will be a completely automatic update.
Will employees have to order new business cards?
No! business cards are going to be ordered for member facing employees ahead of time.
ALL current members (until tickets are unavailable)
Why did we go with the name, Sunward?
We chose sunward (meaning moving towards the sun in a positive light) because it reflects our values of being better every day and running towards improvement and optimism.
can I still wear my SLFCU branded merchandise?
We ask that after the 12th no SLFCU merchandise is worn publicly. If you have something that you love to wear, you can keep it, but we do ask that you do not wear it to work.
No, current members who already have an established loan and lienholder do not need to make changes to that. However, starting the 12th all new loans that require a lienholder will need to list Sunward.
What VPs are going to be at our branch?
Erin Jeter,
When are the members going to get their new DC and/or CC?
as soon as the change happens the members can have their cards reprinted. If they do not come in to reprint, we will be sending out new cards to all members with DC or CC in the next coming months.
What are other initiatives that are supporting our Sunward brand?
Empower, member rewards program, digital direct deposit, push to mobile wallet, chat system.
Will the SLFCU checks members have still work?
Yes, our routing number is still the same so they will be able to use the checks until they run out or change their account number. (after Nov 12 we will only order sunward checks for members)
Are members going to have to order new checks with the new name?
No, member do not need to spend the money to buy whole new checks, their current checks are going to continue to work because our routing number is not going to change.
How are employees supposed to respond to a member that may be upset or confused about the change?
Use active listening and empathy skills to make sure that we are completely understanding our members concerns and reassuring them that the change is for their benefit.
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What is Sunwards brand promise?
We will be the economic engine of the Southwest by showing up in our communities and meeting our current and future members where they are at.
What are we doing with Sandy?
We are going to be replacing Sandy with something else, undecided as of right now. But we are going to keep honoring it until we figure out the new rewards program that will replace it.
Are our members going to have to do or change anything?
No, the members will not have to do anything to change or update their accounts. Everything is going to automatically update and change over to the new brand.