Glowing feedback for Enterprise CU
27 Oct 16
Enterprise Credit Union has received excellent feedback on its member service from the local Church Credit Champion.
Julia Webster works for the Church Credit Champions Network in Liverpool and, with a background in financial regulation and customer service training, was surveying members at the credit union’s Hall Lane and St Helens branches.
She was so impressed by what she observed that she wrote to the credit union and was happy for her feedback to be shared.
Julia Webster said: “I was deeply impressed with everyone working in both offices; they were really professional, I loved the way they all addressed customers by their first names, the time and effort they took to explain the way the credit union works - especially to new members, but also to existing members who didn’t quite get the eligibility for loans and how much they could borrow etc.
“I heard snatches of some difficult conversations; one member who was in arrears and clearly had some challenging issues had come in to try to make arrangements to repay and was treated with the same respect a high street bank would give to someone with a six figure balance. I heard one member of staff answer the same questions about opening hours and documents needed to open an account at least ten times in an hour, but the tenth person asking those questions would never have known that from the tone of the staff member; they were made to feel as if it was the first such call that day.
“No one was talked down to, no one made to feel stupid if they didn’t get it, and despite the fact that it was really busy, each customer was dealt with at their own pace. I think this is down to the training and the team spirit which I felt in both offices. I also think that the layout, uniforms and regulated way that Enterprise operates in gives everything a professional air.
“I want to thank everyone for making me feel so welcome; you should be proud of them all, they are a credit to you.”
Enterprise Credit Union serves anyone who lives or works in the Knowsley, Liverpool and St Helens Boroughs of Merseyside. The credit union’s assets are worth almost £15 million, and it has £11.4 million out on loan to its 16,300 members.
Chief Executive Karen Bennett said: “Enterprise Credit Union is committed to providing quality and inclusive financial services to the community it serves. We strive to provide our members with an excellent, fair and transparent service in a friendly and professional manner.”