SAN ANTONIO — Credit union branch managers across the country know what it is like to sit down with members who have lost jobs and are in fear of losing their cars and homes.
But managers of branches that serve military bases and deployed soldiers must deal with even more painful losses.
Kristen Popowich, branch manager for Security Service FCU's Highway 90 location here, runs an office that serves the Lackland Air Force Base. Approximately 80% of Highway 90 members are active or retired military personnel. Popowich shared that losing members during conflicts overseas takes its toll.
"We make emotional connections with our members, especially when we have regular contact with them," Popowich said. "So it weighs heavily on us when we find out we've lost a member from our credit union family. Because we have military members who are deployed overseas, we have a heightened awareness of the need to be extra sensitive to them and their banking needs, and this includes family. We understand that being deployed or having a family member deployed can be difficult for those remaining behind, especially knowing there always is a potential for loss."
In working with the military every day, Popowich described them as "very understanding and flexible," traits that also characterize the Highway 90 staff of 45. "We treat members with a level of understanding that their lives can change in a moment's notice," Popowich said. "We try to do whatever we can to help them prepare for that. We have an emergency loan program. We make sure their money has beneficiaries attached to it. And we have a sense of urgency when it comes time to fill out paperwork. Like when they ship vehicles overseas when they are being deployed."
Outside of their special needs, the Highway 90 location's military members present many of the same issues as the non-military. Working with members in the current economy can be difficult and rewarding, Popowich noted. "When we can help a member, that feels great. But when we can't, that really hurts. It's not easy to look into the faces of members who want to turn in a vehicle because they can't make the payment anymore. We always take that extra step to talk to them when they walk in and are in trouble to try to come up with some sort of alternative so they don't end up in a detrimental situation. But even that can be very difficult when members have already given up."
Whatever the member's situation, what has made the Highway 90 branch successful-it's the largest within the $5-billion SSFCU, handling 60,000 teller transactions per month- comes down to Popowich working with her staff so they are "excellent listeners. We empower our employees to make decisions, and that not only leads to better solutions but it builds trust with members. I think this approach to business gives our employees a feeling of pride in what they do in a daily basis. They feel good when make a fee reversal or pick up the phone and call another department to see if more can be done to help the member facing a tough situation."
This special report on Branch Management is reported by Ray Birch.
