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Strategy

Teri Bee on Customer Service

The Director of Lending at Volt Credit Union shares her secrets to providing the best customer experience.

by Rae Swan Snobl

Aug 10 2021 at 8 a.m.

Photo courtesy Volt Credit Union

Biz 417:  What does customer service mean to you?
Teri Bee
: Excellent customer service is something we work for here at Volt as a whole, but it is also something that I personally strive to accomplish. I always treat people how I would want and expect to be treated, whether it is a member or teammate at Volt. Communication in person, by phone, or email should be respectful, helpful and courteous.

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Biz: How do you maintain good customer service?
T.B.: I focus on how we can help people. I love being able to help members get into their forever homes with purchase mortgages and helping with refinances too. I constantly keep members updated throughout the mortgage loan process since it isn’t a “quick fix” loan and takes a while. We can do loans to help with home improvements or for other needs such as medical issues, but my favorite is helping with debt consolidation. Sometimes I can save customers more than $1000 per month which can be life changing.

Biz: After 19 years of mortgage loan experience, what do you think is one key to helping customers in lending?
T.B.:  We need to “problem solve” for members.  While underwriting, I cannot always give someone a “yes” on a loan application, but will try to find a way to work out a different strategy to help them get to a “yes” in the future. Sometimes a “yes” now, may not be exactly how they initially applied for the loan. I always try to listen to what a person is saying and sometimes not saying, before trying to help them. What they apply for, isn’t always what they really need.