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The gift of pizza makes a huge impact for one credit union member.

Working in a contact center is hard and not for the faint at heart. You need to know everything about every product, or at the very least, know where to send members when you don’t know the answer. You need to be ready for any emotion that comes your way. But you do have the potential to transform communities through this work.

Credit union leaders of today need to face the fact that money is emotional more than it is logical for many members. While our credit union employees might be members and might be struggling, they know the lingo and how the system works. Your members do not. We cannot place our own personal experience as credit union team members on our membership. (If you want to read more about the emotions related to money, check out Filene’s reports on “Generational Money Chatter,” “From Debt to Mindfulness” and “fundaMENTAL: The Mind-Money Connection.”) Our frontline team members will always be the most important asset a credit union has. We must ensure we are giving them the tools they need to continue serving members with the highest level of service possible.

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