| Title: | DCU |
| Notice: | 1996 BoD Election results in 1004 |
| Moderator: | CPEEDY::BRADLEY |
| Created: | Sat Feb 07 1987 |
| Last Modified: | Fri Jun 06 1997 |
| Last Successful Update: | Fri Jun 06 1997 |
| Number of topics: | 1041 |
| Total number of notes: | 18759 |
I've just had an interesting experience w/ the DCU here in
Colorado Springs (CXO).
Attached to todays paycheck was a DCU flyer introducing me to
"Expanded Hours o Improved Service o Toll-Free" and directing me
to call "1-800-DCU-8797" DCu Information Center. I thought nothing
of it and tucked the flyer away in my briefcase for transport to
my house.
Well I just now needed to call the DCU. I dialed up the CXO
DCU # and immediately got a recording, maybe 30-45 seconds worth,
directing me to call the above noted DCU Information Center phone
number. I wasn't given the option of holding on the line and getting
passed to the next available attendant, phone jargon... The line
went dead, I waited 15-20 seconds, and then hung up. I called the
800 number and got a pleasant attendant. She assured me that she
and all others like her were fully trained to help me. I went with
this, giving the information I needed. After being put on hold, only
a short 15-20 seconds I was told that someone from the branch would
have to call me back to assist me, a loan application, and we then
proceeded to provide the appropriate info, ie my identity. I did
note that the attendant offered my name and asked me to confirm it
rather than having me provide her with the information, basically
all you seem to have to do is provide a badge number and the DCU
will tell you whom they think you are and ask that it be confirmed...
Well I waiting for a call back from the DCU, which I can pretty
much see from the window above my desk. Seems to me what I have here
is a service where I call an 800 number, in the 508 area code, so
people across the street can call me back. This will probably not be
true for all occurances, but it sure is for me at this time. I'll have
to see if I can find a local phone number, even though I was told by
the attendant that DCO folks won't be on the phone much anymore as
they will be focusing on the member in from of them, ie face-to-face.
Since I'm in 'support' phone service is fundamental and key to what
we do, and really wouldn't expect such a bumpy start but stuff happens
while the kinks are worked out. I'm off to a bumpy start, but not to
worry I'm wearing protect padding!
Doug
| T.R | Title | User | Personal Name | Date | Lines |
|---|---|---|---|---|---|
| 545.1 | SSDEVO::EGGERS | Anybody can fly with an engine. | Thu Apr 30 1992 18:56 | 1 | |
Hmmm. I didn't get anything attached to my paycheck, also in CXO. | |||||
| 545.2 | A move in the right direction | SMAUG::GARROD | Floating on a wooden DECk chair | Thu Apr 30 1992 19:52 | 26 |
Re .0
I think this is a reasonable system. I'd say a lot of the calls could
be handled centrally. For the ones that can't DCU HQ informs the local
branch to call you. Hopefully in a very efficient manner.
This has a number of advantages. It frees up a local DCU person who
previously had to answer the phone on and off and no doubt is not set
up with as much info as the central person or the training.
In addition maybe this freed up person could be used for something more
useful, like being able to stay open during the lunch hour.
I'm very glad to see some changes being made in DCU. As the number says
they are TRYing. I feel Chuck Cockburn genuinely wants to improve the
DCU and began to do it when he started. He now has a board to really
help drive him in this direction. Hopefully it is the way he wanted to
move anyway.
Also nice to see a board member (Paul Kinzelman in this case) saying
in a note (this one or anither one). Oh had a quick word with Chuck. We
changed the system because of 'X'. Paul then drops the info here.
No muss no Fuss. In the past it would have been more difficult to get
simple questions like that answered.
Dave
| |||||
| 545.3 | inconvenient | FRETZ::HEISER | ask me | Fri May 01 1992 13:45 | 5 |
What I don't like about it is dealing with the DCU's in Mass. Most of
my banking has to be done my mail now. The mail takes 3 more days to
reach me from Mass. than it does from Colorado Springs.
Mike
| |||||
| 545.4 | OASS::MDILLSON | Generic Personal Name | Tue May 05 1992 10:00 | 4 | |
re .1
These cards were sent to us separately. The secretary of the person in
.0 probably just attached them before handing out pay stubs.
| |||||
| 545.5 | CSC32::J_OPPELT | I like it this way. | Tue May 05 1992 15:19 | 21 | |
Well, I've always wondered about the equity when I can, in effect,
cut to the front of the line by using the phone. I've been in the
CXO branch with a line out the door. The tellers' phone rings, and
they put the person on hold until they finish with the person at
their window. Then they attend to the person on the phone. That
caller "cut" in front of all the people waiting in the branch
office.
So now we have a system where there are just phone "tellers" at
a central location (much like we run the CSC, you know) and a
teller/specialist who can handle the calls without interrupting
all the people queued up for a different service access method
(ie standing in line at a brance office.)
If there is something out of the ordinary, DCU does an LOR
(local office referral for you non-csc types) just as the DEC
CSC (Customer Support Center) does.
I like it.
Joe Oppelt
| |||||
| 545.6 | Results from basenote? | AUKLET::MEIER | Where do the mermaids stand? | Thu May 07 1992 13:17 | 12 |
re .0 (Doug Baker) So, did DCU get back to you in a timely manner? I think that's one of the key questions here. Our mortgage was transfered from Comfed to L (protect the guilty and all that :-)) when Comfed went out of business, and L never called me back when I had to leave my name on their machine (because they were too busy to talk to me when I called) despite assurances from the main switchboard that they return all calls in 24 hours. We have had our new mortgage for 3 months now and they still haven't called me back :-) It was a great day when we said "Goodbye L" rather than "$^($#%*& L". Jill | |||||
| 545.7 | AOSG::GILLETT | Suffering from Personal Name writer's block | Thu May 07 1992 13:55 | 30 | |
.6 raises an issue (albeit inadvertently) that I've been thinking about for quite some time. That's the issue of who purchases mortgages from DCU, and the potential results. When a financial institution fails and "the fed" (encompassing FDIC, FSLIC, NCUA, and whomever else) steps in, the bottom line is that those who acquire the failed organization's loan portfolio are not usually required to accept all the loans, or the terms of the loans. A real dangerous situation arises when an institution fails, and then the acquirers decline to take Joe Blows mortgage action and call the loan. Joe has to fork over the balance due, or risk losing the place. Needless to say, either way Joe isn't a happy guy. In spite of the enormous battle waged over the DCU BoD, and ultimately over the way things are done in DCU, and despite the Mangone fraud and the resultant red ink, I've never believed that DCU would fail. I think it was, and is, sound, and that it's a sound place to save and borrow. On the other hand, when DCU sells mortgages, do we always know the purchaser is in good shape, and isn't going to fold? With the plethora of bank, S&L, and CU failures of the recent past, I think this is a valid concern. I see the risks of failure, the possibilities of homeowners losing their homes, and the general hassle of having your mortgage change owners under your feet as strong reasons for DCU not to continue selling of mortgages, at least not to the extent that they've been selling in the past. Couple this reasoning with some warnings I've read about DCU having "too much cash" and that this could lead to taxation and other hassles, and I think it makes sense for DCU to originate, and hold more mortgages. ./chris | |||||