SAGINAW, Mich.-Training and textbooks have their place in helping a branch manager run the office, but nothing replaces first-hand experience, according to Fran Gibelyou.
Gibelyou manages the Saginaw office of the $70-million Family First CU and has been with the credit union for 26 years, rising through the ranks to become branch manager 10 years ago. She is thankful for that development track, because she believes it makes her a much better leader today.
"I started as a teller and worked my way up through supervisor positions, the loan department, debit, ACH-I have worked in all our departments," said Gibelyou. "I have the knowledge and experience to address anything that goes wrong during the course of a day, and something always happens."
It simply helps to have walked in the shoes of the employees she manages, which Gibelyou said gives here greater empathy and compassion. "I can remember what it was like being in their position."
That kind of experience also allows Gibelyou to deliver guidance that she says is tested and works. "For example, we have to sometimes turn down some very unfortunate people who are in dire need of a loan. I have learned how to do that tactfully and respectfully and have shared that with the loan department."
Knowing When To Say Yes
By contrast, having worked closely with members for many years gives Gibelyou the ability to know when to say yes to a member's request even when the numbers say no. That is the "human side" of things that is sometimes lost on those who rely just on what they learned in training or come into the credit union from another organization, offered Gibelyou. "They don't at first understand the credit union philosophy and the importance of being able to read people and make a very good judgment call."
But textbooks have their place, acknowledged Gibelyou, who recently completed a three-year stint in CUNA Management School. "Now I am stronger on the numbers side. I have a greater understanding of what goes into ROA, I can attend ALCO meetings and know exactly what is going on, and I have a better perspective on our rate setting and matching investments accordingly."
Gibelyou's results back up her management philosophy. Branch membership has grown by 3% in the last two years, loan growth is 3% this year, and the office's loan-to-share ratio has increased to 70% from 50%. "We do have some challenges," added Gibelyou, who said the "tougher part of town" is moving closer to the Saginaw branch, Family First's main office. "But we have not had any problems with increased crime."
The credit union, too, is battling an aging membership, many of whom are passing away and leaving money to their children who are not keeping the relationship with the credit union. "That is one thing I can say for sure after being at the credit union for more than 20 years. The new members do not have the same loyalty-it's just not there anymore."
