HENDERSON, Nev.–Four credit union leaders are sharing some of the “intelligence” they have gathered and continue to gather during the coronavirus pandemic.
Speaking to the first-ever virtual edition of the Underground Collision hosted by Mitchell, Stankovic & Associates, the four leaders offered perspectives on operational changes, work from home arrangements, community impact and more.
Here’s a look at what each had to say:
Keith Sultemeier
A Lesson From PPP, WFH
Keith Sultemeier, president/CEO, Kinecta FCU, Manhattan Beach, Calif.
“One thing that has worked out well for us is we decided we would serve anyone (with Paycheck Protection Program applications) regardless of previous relationships,” said Sultemeier. “We received about 2,500 applications, about half of those from new members.”
The result was considerable positive feedback and the opening of more new retail accounts from those business owners than the CU typically sees from its longer-term members, Sultemeier said.
Meanwhile, the credit union has also seen very positive feedback from its own employees over new work-from-home arrangements.
“The staff morale has been amazing,” he said. “Everyone wants to be a part of the solution. We have always had a tradition that if we are going to do something that impacts staff, we’d like to know how they view it. We asked, ‘Is this a viable alternative for you?’ I was not surprised the overwhelming majority said this would be a fantastic idea. We learned we can accommodate a much broader remote work policy here. We are mostly satisfied we have been able to keep our productivity up. We have definitely increased job satisfaction among our employees. We think most will elect to spend a couple of days per week at home. It’s changed some of our plans; we think we will have a little less dedicated space and more hoteling space. I think it’s going to be great for us.”
Working Weekends
Pablo DeFilippi, SVP-membership and network engagement, Inclusiv, New York
“(The pandemic) is why we can be so impactful. We live in these communities, we are these communities. If not us, then who? I think that is something that inspires me about our industry--people don’t wait. Some of the credit unions we have seen, small operations, have processed millions of dollars in PPP loans. You see that willingness to work, work over weekends, to make these resources available to businesses that you know if they don’t get it they will close, and if they close they aren’t coming back, and if they don’t come back our communities will suffer.”
‘Keep Your Focus on the Promise’
Roxy Ostream, board member, Ventura County Credit Union, Ventura, Calif.
Ventura County Credit Union has a history of working with agricultural workers, many of whom are immigrants. Ostream explained the closure of schools has meant at least one parent has had to stay home, meaning the loss of an income.
“What can we do? The government has lots of good plans, but 12 weeks into this and we have people who still haven’t received their unemployment checks. The stress is just unbelievable,” said Ostream. “We need to step in and do what we can do; not short term, long term. Keep your focus on those folks we promised we would help and represent. Keep an open mind. Look for unusual ways of helping. Keep members first; we can’t lose that concept.”
At CUSO, It’s R2B2
Lynn Heckler, chief talent officer, PSCU, St. Petersburg, Fla.
Heckler said at PSCU it has been actively engaged in efforts it calls R2B2, or Return to Business 2.0, as it seeks to reopen its offices.
Lynn Heckler
“We literally meet daily and we work on everything, including what our long-term work strategy is going to be,” explained Heckler. “What roles do we think can be permanently remote at PSCU? We know what jobs we struggle with (in a work from home environment) and those are the frontline jobs that require a lot of training. We have figured out ways to get people in the office in a very socially distanced way for training, and then we roll them out to home.”
Heckler said it’s often observed there is no playbook for the current work environment, and the CUSO is literally now trying to write it. It has created a 40-page guide on everything related to employees and visitors, including significant dedication to physical facilities and sanitation issues.
“It’s everything you would expect a responsible employer to do,” said Heckler. “But then you have to train people on how this all would work. We’re not taking our foot off the gas for taking care of people.”