Biz: Volt is a people-forward business. How did you respond to mandatory social distancing?
T.C.: We’re still really working to help our members use our electronic services, whether that’s walking them through our online banking system or helping them to deposit checks remotely. That flexibility is the best part of the credit union model.
Biz: How has COVID-19 impacted overall credit union member relations?
T.C.: The credit union philosophy is about people helping people. That means trying to look at the whole picture—so if I have to make an exception when it comes to, say, requiring a signature on a form, I will. It’s about accommodating customers’ unique needs to get them through COVID-19. That includes helping members in the collections department—things like allowing members to skip their March or April payment if they need another week or two to get back on their feet.