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Transcript

TRUITY CREDIT UNION · One on One With a Professional

• 0:03
  Speaker 1: Good morning, good morning, good morning, and welcome, welcome, welcome.
• 0:06
  Speaker 1: It is time now for our one on one with
• 0:09
  Speaker 1: the pro and from Truity Credit Union. I've been born
• 0:12
  Speaker 1: in this poor young lady tears LISTA. How have we
• 0:15
  Speaker 1: doing today?
• 0:16
  Speaker 2: Doing good?
• 0:16
  Speaker 3: Thank you for having me well, Miss Ada Berry.
• 0:19
  Speaker 1: You are the Contact Center assistant manager. And there's a
• 0:23
  Speaker 1: lot of contact going on at the Truity Credit Union
• 0:26
  Speaker 1: these days, internally as well as externally. Yes, first of all, externally,
• 0:31
  Speaker 1: anybody can come in and make contact with Truity Credit Union,
• 0:35
  Speaker 1: whether in person or even.
• 0:38
  Speaker 2: Even have video chat now, so even video chat in.
• 0:41
  Speaker 3: Wow, yeah, good gravy.
• 0:43
  Speaker 1: You guys think everything, don't. We'll get more to that
• 0:47
  Speaker 1: in a little bit. But on the inside, it's the
• 0:49
  Speaker 1: culture of Truity Credit Union. It's the how the employees
• 0:54
  Speaker 1: interact with each other and bring forth that kind of
• 0:57
  Speaker 1: goodness to the out side, to the contact we make
• 1:02
  Speaker 1: with the shareholders.
• 1:04
  Speaker 3: Yeah, of course.
• 1:05
  Speaker 4: So we kind of have a little team of about
• 1:08
  Speaker 4: twelve to fifteen of us, huh, just various people from
• 1:11
  Speaker 4: different departments that get together and come up with fun,
• 1:15
  Speaker 4: creative ways to keep our employees happy.
• 1:17
  Speaker 2: Therefore, it keeps our membership happy.
• 1:19
  Speaker 4: So we have just a little team of us that
• 1:22
  Speaker 4: get together, come up with fun little ideas, desk drops,
• 1:26
  Speaker 4: get togethers. This is actually our ten year anniversary of
• 1:30
  Speaker 4: having Culture Crew created as a little group, so we
• 1:34
  Speaker 4: have a fun little ten year birthday anniversary bash coming
• 1:38
  Speaker 4: up here in October, so that'll be really fun.
• 1:40
  Speaker 1: You know, not every workplace has that going on. We
• 1:45
  Speaker 1: have that here to a degree, but I've worked in
• 1:50
  Speaker 1: a number of places where it's like, no, I just
• 1:52
  Speaker 1: want to work and go home. Don't make me talk
• 1:55
  Speaker 1: with somebody else's excubicle. You can't make me do that.
• 1:58
  Speaker 1: And it's like, well, nobody's going to make you do that.
• 2:00
  Speaker 1: But we sure are going to be making it so
• 2:03
  Speaker 1: that folks know each other a little bit better. That way,
• 2:07
  Speaker 1: we know what each other does and how we can
• 2:09
  Speaker 1: help each other help ourselves.
• 2:12
  Speaker 4: Yeah, and with that, we kind of have five rings
• 2:14
  Speaker 4: that help us kind of guide us on how we
• 2:16
  Speaker 4: can get all together.
• 2:17
  Speaker 3: How do you do that? What are the rings?
• 2:19
  Speaker 4: Yeah, of course, so our rings are first off, our
• 2:21
  Speaker 4: membership centric. So because our members are everything that we do,
• 2:24
  Speaker 4: sure we have our personal achievement because we want to know,
• 2:27
  Speaker 4: recognize everybody with their personal stuff that they have going
• 2:30
  Speaker 4: on as well. We have one team because we're all
• 2:33
  Speaker 4: just one team at the Credit Union. We have innovation
• 2:36
  Speaker 4: because we always want to know about those innovation ideas.
• 2:39
  Speaker 4: And then we also have people focused, so very people
• 2:41
  Speaker 4: oriented as what we strive.
• 2:43
  Speaker 1: To do, you know, innovation. It almost seemed like it
• 2:47
  Speaker 1: in corporate culture. Nobody want to hear any good ideas.
• 2:50
  Speaker 1: They want to hear any ideas that really didn't come
• 2:52
  Speaker 1: from the top because you know, somehow somebody's feelings got hurt.
• 2:57
  Speaker 1: But sometimes it's that person who's right there in the trench.
• 3:01
  Speaker 2: The trenches, I know what to do.
• 3:02
  Speaker 1: Yeah, they find a different way or they find a
• 3:05
  Speaker 1: better way to serve their clientele, and you better listen
• 3:09
  Speaker 1: to them.
• 3:10
  Speaker 3: Oh yes, yeah.
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  Speaker 4: We even have an innovation submission so anybody that submits
• 3:14
  Speaker 4: and everything, they can get their idea moved up and
• 3:16
  Speaker 4: if it gets approved and then they get you know,
• 3:18
  Speaker 4: like a nice gift card and kudos and help get
• 3:21
  Speaker 4: that idea through. So it's all about us and as
• 3:24
  Speaker 4: employees getting their ideas there.
• 3:26
  Speaker 1: And you know something, it also helps them buying into everything. Yes,
• 3:30
  Speaker 1: this whole idea of making this more about us and
• 3:37
  Speaker 1: about everybody. It starts with about us and then about everybody.
• 3:41
  Speaker 1: It makes it stronger us.
• 3:43
  Speaker 4: Yeah, it starts from the bottom and then works its
• 3:45
  Speaker 4: way up and then you know, hearing somebody like, oh,
• 3:48
  Speaker 4: I'm not a manager and assistant, but that was my
• 3:50
  Speaker 4: idea that got out there is very positive thing to see.
• 3:53
  Speaker 3: And then the people in the outstay today actually listen
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  Speaker 3: to you.
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  Speaker 1: Yeah.
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  Speaker 3: Yeah, boy, I wish my company would listen to me. Yeah.
• 4:00
  Speaker 1: Yeah.
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  Speaker 3: It's a really good thing internally. It really keeps the wheels.
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  Speaker 1: Going and it makes people, you know, just a whole
• 4:09
  Speaker 1: lot happier going to work. And when you're happy at work,
• 4:13
  Speaker 1: you do a better job.
• 4:14
  Speaker 2: You do a mumm yeah. Yes.
• 4:18
  Speaker 1: You see somebody who's miserable at work, you know, an
• 4:20
  Speaker 1: eight hour days feels like eighteen, yes, and they don't produce.
• 4:24
  Speaker 3: Very well when that happens. But this is all good.
• 4:27
  Speaker 3: This is really good.
• 4:28
  Speaker 1: So you talked about the five different rings, and this
• 4:33
  Speaker 1: has been from the get go ten years ago and
• 4:36
  Speaker 1: it's just been kind.
• 4:37
  Speaker 2: Of just kind of been growing out since then.
• 4:40
  Speaker 4: You know, we've been implementing new things such as we
• 4:44
  Speaker 4: have like our Fuse Awards so people can nominate their
• 4:47
  Speaker 4: employees for whenever they do something really well and then
• 4:50
  Speaker 4: they get recognized for those certain things. We have different
• 4:55
  Speaker 4: events each year so just to keep it, you know,
• 4:58
  Speaker 4: new and different each year. So this year, last week
• 5:00
  Speaker 4: we actually had a pie Day and everybody brought pies
• 5:03
  Speaker 4: in so we had a good little everybody's for that game.
• 5:07
  Speaker 2: Yes, Friday was a good Friday. So it's very nice.
• 5:12
  Speaker 1: Oh my gosh, and you see that this really works.
• 5:15
  Speaker 1: One is we see a lot of a lot of
• 5:17
  Speaker 1: people could learn from what you do there. And the
• 5:21
  Speaker 1: thing is it does show when you interact with a
• 5:24
  Speaker 1: problem solver. Now you might say, well, what's the problem
• 5:28
  Speaker 1: solver in your bank? Well, it could be the person
• 5:31
  Speaker 1: right there at the teller window. It could be the
• 5:35
  Speaker 1: person that the drive through. It could be the person
• 5:37
  Speaker 1: who's helping you get a mortgage from your home, and
• 5:41
  Speaker 1: it could be someone who's helping you finance your car.
• 5:44
  Speaker 1: And it's someone who might try to figure out what's
• 5:48
  Speaker 1: going on with your debit card and has the various
• 5:53
  Speaker 1: party has been trying to get in on some of
• 5:56
  Speaker 1: your stuff. And you know these are these are problems solved,
• 6:00
  Speaker 1: but they're happy to do it. That's been my experience
• 6:03
  Speaker 1: over the years is that no problems too big. Let's
• 6:07
  Speaker 1: go tackle it. Let's see what we have, Let's see
• 6:09
  Speaker 1: how we can make this better.
• 6:11
  Speaker 2: Yes, yeah, we can't help, but think.
• 6:13
  Speaker 1: That that starts from the inside before it goes outside.
• 6:18
  Speaker 1: My godness, saf you guys have been at this for
• 6:20
  Speaker 1: a while. It's really pretty dark.
• 6:22
  Speaker 3: Good now.
• 6:23
  Speaker 1: When new workers come in to Truity, I'm sure they do.
• 6:28
  Speaker 1: How are they welcomed by this culture thing?
• 6:31
  Speaker 3: So we have, as you're onboarding, kind of a cod.
• 6:35
  Speaker 4: Yes, So we have kind of a two week training process.
• 6:39
  Speaker 4: So the first week they get to be introduced to
• 6:41
  Speaker 4: culture crew, so we go in, play some games with them,
• 6:45
  Speaker 4: let them know about our different rings and how we
• 6:48
  Speaker 4: like to function. And then later on in that afternoon,
• 6:51
  Speaker 4: we actually get to take them on a tour of
• 6:54
  Speaker 4: the whole building, introduce them to everybody. That way, they
• 6:57
  Speaker 4: could see familiar faces. Maybe they didn't know somebody work
• 7:00
  Speaker 4: there and they see them like I haven't seen even
• 7:02
  Speaker 4: years or something.
• 7:02
  Speaker 3: Like that happens.
• 7:04
  Speaker 4: It happens, and get to see the back end of
• 7:09
  Speaker 4: those departments that they might not see every day.
• 7:11
  Speaker 2: So it's very nice to take them on that little
• 7:13
  Speaker 2: tour now.
• 7:14
  Speaker 3: How did you get involved with being on this team?
• 7:16
  Speaker 4: Yeah, so we have a form that we fill out
• 7:19
  Speaker 4: and then you get put on like a list, and
• 7:22
  Speaker 4: then anytime there's an opening or if you have an
• 7:24
  Speaker 4: interest in being in a culture crew, then they'll call
• 7:27
  Speaker 4: you up and say, hey, you want to join in,
• 7:29
  Speaker 4: and then you're on board.
• 7:31
  Speaker 1: My gosh, it is now a drudy your employees or
• 7:37
  Speaker 1: something else. Like I said, they're problem solvers and they're
• 7:40
  Speaker 1: happy warriors when it comes to tackling those problems too,
• 7:44
  Speaker 1: and it's really good to see. So oftentimes folks are
• 7:48
  Speaker 1: kind of turned off by what they call a lack
• 7:51
  Speaker 1: of customer service and in a variety of different situations.
• 7:55
  Speaker 1: But that's not true a truity, right, I mean, like
• 7:58
  Speaker 1: you said, it's customer centered.
• 8:00
  Speaker 3: Yes.
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  Speaker 4: Yeah, we want to find your solution as best as
• 8:02
  Speaker 4: we can and make sure that you're happy and well
• 8:05
  Speaker 4: on your way and make sure your debit card is
• 8:08
  Speaker 4: working when you're at Walmart, you know, make.
• 8:10
  Speaker 2: Sure that everything's working. So yeah, we'll find a solution
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  Speaker 2: for you.
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  Speaker 3: And one of those solutions is where you work.
• 8:16
  Speaker 2: As the contact center.
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  Speaker 3: Yeah, you have the assistant manager of the contact How
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  Speaker 3: does that work.
• 8:22
  Speaker 4: So yeah, so we take inbound phone calls throughout the day.
• 8:26
  Speaker 4: We also work emails, text messages, chats. If you have
• 8:31
  Speaker 4: our online banking, you can message through there if you
• 8:35
  Speaker 4: have any issues and we'll respond to you. We even
• 8:38
  Speaker 4: have video chat now, which is really nice. So we
• 8:41
  Speaker 4: have all different ways for you to contact us. So
• 8:43
  Speaker 4: we're no longer just a call center. We're contact center
• 8:46
  Speaker 4: because we have all these different avenues of reaching us.
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  Speaker 3: So it's very nice, very aptly put.
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  Speaker 1: You know, I tried that little chat boxing and I thought, okay,
• 8:54
  Speaker 1: this is going to be a bot.
• 8:55
  Speaker 3: It wasn't. It was a real person.
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  Speaker 2: Yeah, we're there.
• 8:59
  Speaker 3: I hate it's going pretty.
• 9:01
  Speaker 1: Good, you know, we have we found that the little
• 9:04
  Speaker 1: yeah let's make let's make this happen. Okay, great, yes,
• 9:08
  Speaker 1: you know, and I thought to myself, my goodness sakes,
• 9:10
  Speaker 1: you know that that's that's pretty dark cool. Yeah.
• 9:12
  Speaker 3: Now you have one of those.
• 9:16
  Speaker 4: I TM machine I yes, yeah, our new fancy they're
• 9:21
  Speaker 4: kind of like an A t M, but they have
• 9:23
  Speaker 4: more functions.
• 9:24
  Speaker 2: You can deposit you can deposit checks on there.
• 9:27
  Speaker 4: If you need to talk with somebody, there's an assistant
• 9:29
  Speaker 4: button on there, and then you have a person pop
• 9:32
  Speaker 4: up and.
• 9:35
  Speaker 2: So we have all different ways.
• 9:38
  Speaker 1: But getting back to the culture of things, the the
• 9:42
  Speaker 1: internal workings is great. But one thing I see that
• 9:45
  Speaker 1: it's part of the culture of Truity is that so
• 9:48
  Speaker 1: many people who work at Truity are so very much
• 9:53
  Speaker 1: involved in our community.
• 9:55
  Speaker 3: There.
• 9:56
  Speaker 1: I see them in different clubs. I see them in
• 9:58
  Speaker 1: different organizations, whether it be school, social or fraternal organizations
• 10:04
  Speaker 1: or sororatorial. I don't know I said that, but you
• 10:09
  Speaker 1: know that these type of organizations that help out our community. Yeah,
• 10:14
  Speaker 1: you can't go anywhere without seeing anybody with little tru
• 10:18
  Speaker 1: Yeah logo on your clothes. And it's not that you know,
• 10:22
  Speaker 1: you guys are out marching, you know, and doing things.
• 10:25
  Speaker 1: It's that you're participating in life just like everyone else is.
• 10:30
  Speaker 4: Yeah, we always try to make sure people have time
• 10:32
  Speaker 4: to volunteer whenever they want to go out and you know,
• 10:35
  Speaker 4: do something. And we have sometimes we do department why
• 10:39
  Speaker 4: so like if one department they want to split it
• 10:41
  Speaker 4: up to go volunteer at this time and this time,
• 10:44
  Speaker 4: so that way we have different departments representing the community.
• 10:48
  Speaker 2: So that makes it kind of nice.
• 10:49
  Speaker 4: We actually had a blood drive last or yesterday, so
• 10:52
  Speaker 4: that was and then we were able to do it
• 10:54
  Speaker 4: at our building. So it's very nice to be able
• 10:56
  Speaker 4: to have it as a convenient for us and.
• 10:58
  Speaker 2: Then be able to give as well.
• 10:59
  Speaker 3: So so you can make a deposit and withdrawal and exactly.
• 11:08
  Speaker 1: One thing that a lot of folks will will kind
• 11:13
  Speaker 1: of think through their head. They say, well, what's the
• 11:15
  Speaker 1: real difference between a credit union and a bank? A
• 11:19
  Speaker 1: big one. If you're a member of the credit union,
• 11:22
  Speaker 1: you're a shareholder.
• 11:23
  Speaker 2: Yes, yeah, you're part of it.
• 11:26
  Speaker 3: You're part of the whigs man, yes.
• 11:29
  Speaker 1: And the other well, you know, the other controlling interests
• 11:32
  Speaker 1: have that other folks that you might not know. But
• 11:35
  Speaker 1: these are people right here in your community sharing in
• 11:39
  Speaker 1: the same thing they used to call the Czechs share drafts. Yeah,
• 11:44
  Speaker 1: and I thought it was pretty aptly for it. Yeah,
• 11:47
  Speaker 1: you know, I thought that fit the description really well.
• 11:49
  Speaker 1: And of course Trudy has a great history here in Bartlesville,
• 11:53
  Speaker 1: and you're making history every Yeah, you're making history every day.
• 11:56
  Speaker 3: Though.
• 11:57
  Speaker 1: Now you guys are gals are so much on that
• 12:02
  Speaker 1: cutting edge of technology, but you still have the hometown homespun.
• 12:10
  Speaker 1: The telephone still works. Yes, you're gonna get real people
• 12:14
  Speaker 1: here with you. Yeah, but we're here to protect you.
• 12:16
  Speaker 1: And I understand on the backside of every account you
• 12:20
  Speaker 1: got there you got probably fifty bazillion layers of protection
• 12:25
  Speaker 1: and you're always well a lerning people to what may
• 12:28
  Speaker 1: be coming out as a scammer or fraud.
• 12:30
  Speaker 3: Try to find that very helpful.
• 12:31
  Speaker 4: Oh yeah, We always want to make sure people are
• 12:33
  Speaker 4: informed because we want to protect your money as best
• 12:36
  Speaker 4: as we can, and people are just with the technology
• 12:38
  Speaker 4: that we have nowadays, people are just getting smarter, so
• 12:41
  Speaker 4: we try to be one step ahead of them. So
• 12:43
  Speaker 4: we always want to make sure people are aware and
• 12:46
  Speaker 4: not Don't click those links if you weren't expecting it,
• 12:49
  Speaker 4: don't reply to those text messages if you weren't expecting
• 12:53
  Speaker 4: it either. So just make sure you just keep an
• 12:55
  Speaker 4: eye on your accounts and we'll always do our best
• 12:57
  Speaker 4: to inform you as best as we can.
• 13:00
  Speaker 1: Well, one of the things is if you go to
• 13:02
  Speaker 1: the website, I'm sixty five plus and I can go
• 13:07
  Speaker 1: to that website and I am not, you know, overwhelmed
• 13:13
  Speaker 1: in the slightest I can go there. I can navigate
• 13:15
  Speaker 1: that thing like a pro. The reason is you got
• 13:19
  Speaker 1: a lot of sophistication, but it's on the backside.
• 13:21
  Speaker 2: Yeah.
• 13:22
  Speaker 3: The front side is you know, anybody can do.
• 13:24
  Speaker 1: I don't have to call one of the grandkids in
• 13:26
  Speaker 1: and say, hey, can you find me where I'm supposed
• 13:28
  Speaker 1: to go here?
• 13:28
  Speaker 3: I don't have to do that.
• 13:30
  Speaker 1: And if you're a person who's a little bit older,
• 13:34
  Speaker 1: I don't be afraid to do that. And also that
• 13:36
  Speaker 1: little app, there's an app for everything.
• 13:39
  Speaker 2: Yes, we have a beautiful app.
• 13:41
  Speaker 3: So yeah, and that app is so functional.
• 13:43
  Speaker 1: I can pull that out on my phone, which I
• 13:45
  Speaker 1: rarely make calls on anymore, do everything else on it
• 13:48
  Speaker 1: to make a call. I can punch in there, I
• 13:51
  Speaker 1: can see how much money I have, what has cleared,
• 13:53
  Speaker 1: what is not cleared, what is about to clear.
• 13:57
  Speaker 4: Yeah, and and you can depose checks on there too.
• 14:01
  Speaker 1: You guys just seem to have it, no wonder. You
• 14:03
  Speaker 1: guys are happy, no problem. But again, once again, if
• 14:09
  Speaker 1: you were a new employee coming into Truity, get involved
• 14:14
  Speaker 1: with the culture because that's what it's all about. Because
• 14:18
  Speaker 1: you know, once you get that sense of well being
• 14:20
  Speaker 1: from the inside, it can't help but radiate.
• 14:23
  Speaker 3: Out to the clientele.
• 14:25
  Speaker 1: Yeah, and you guys, you do some fun things like
• 14:28
  Speaker 1: the Pie Day was one of them. What's probably since
• 14:31
  Speaker 1: you've been with the team, what's been probably the coolest
• 14:35
  Speaker 1: internal debate.
• 14:36
  Speaker 4: We had a very cool event, I think a year
• 14:39
  Speaker 4: or two ago where it was Mario Day, and so
• 14:42
  Speaker 4: we had each department make a little like Mario Kart
• 14:47
  Speaker 4: out of you know, cardboard and stuff. So we had
• 14:50
  Speaker 4: a little kart competition. We dressed up as Mario characters.
• 14:54
  Speaker 4: We had like Nintendo switches playing, you know whenever we
• 14:57
  Speaker 4: were on brakes and stuff. So it was a very
• 15:00
  Speaker 4: fun day. And it was we had Mario theme food
• 15:03
  Speaker 4: as well, so it was it was a very fun
• 15:05
  Speaker 4: day that day.
• 15:06
  Speaker 3: Did you get through the Princess?
• 15:08
  Speaker 1: No?
• 15:08
  Speaker 2: I was Yoshi, I think.
• 15:15
  Speaker 1: Anyway, folks, if you want to learn more about Truity
• 15:19
  Speaker 1: Credit Union, just go to Trudy SeeU dot org. And
• 15:23
  Speaker 1: if you're interested in working at a place that's going
• 15:26
  Speaker 1: to take care of you pretty well as well as
• 15:28
  Speaker 1: you take care of it a nice relationship there, I
• 15:31
  Speaker 1: would tell you you even have openings posted on your
• 15:34
  Speaker 1: website and it's not buried in credit up front.
• 15:37
  Speaker 2: Yes, please go on there.
• 15:39
  Speaker 1: Yeah, and you can find out a lot more about
• 15:42
  Speaker 1: what your credit union does for you and how you
• 15:45
  Speaker 1: could be a member and and also be a vital
• 15:49
  Speaker 1: member too. Yes, and if you're considering a occupational change,
• 15:53
  Speaker 1: please take a look at the at the job openings.
• 15:57
  Speaker 2: Yeah, I appreciate it.
• 15:58
  Speaker 1: You know something, it's always great to have you in
• 16:00
  Speaker 1: here because you spad a light up the room and
• 16:02
  Speaker 1: tell you're a happy person. It's the culture of truity folks.
• 16:05
  Speaker 1: They're just happy people. I want to thank you for
• 16:08
  Speaker 1: being with us here today and I'll wishing you the best.
• 16:12
  Speaker 1: And folks, don't go away because here in just a
• 16:14
  Speaker 1: little bit we're going to have a check of the
• 16:17
  Speaker 1: news from CBS.
• 16:21
  Speaker 3: Thanks for listening to one on one with a professional,
• 16:24
  Speaker 3: A paid presentation at fourteen hundred K one