VERNON HILLS, Ill. — Branch-related expenses are under scrutiny at Baxter Credit Union, but in the process it keeps its eye on something else: member service and satisfaction.
"This would include employee satisfaction because there would be a direct correlation between the two," noted Patti Dixon, VP, service centers with BCU. Dixon said Baxter is confident its cost cutting has not overstepped its purpose.
"We are still receiving high marks on member satisfaction and there are low- to no- cost ways to keep employees engaged and happy," she said. "When you have the right people in the right jobs they come together and step up during tough times. That is what has occurred in our organization. It has been a team effort to manage through these times knowing this will not be forever. To ensure full value of our branches we have changed some processes and empowered employees to make our members financial lives better. What better time to deliver a message to our members of how we can help them to save money and refinance or consolidate their loans. We are also here to work harder as a team in the organization. The branches have reached out to help in call center call back, outbound calling, and working call queues."
