January 12, 2018
by Timothy M. Antonition
2017 was a pivotal and event-filled year at Space Coast Credit Union. Many of you know that our leader of 25 years passed away suddenly in May and the Board of Directors officially appointed me President and CEO, accelerating a 5-year transition plan that was already two years along. As a 25- year veteran of the credit union, I am up to the challenge of leading SCCU into the future, with the support of its Board of Directors, management team and dedicated employees. This is my home, and I can’t imagine being anywhere else.
Much of this year was spent fine tuning our service and working to reduce wait times for members. We assembled a team of our best employees to identify problem areas, many of which were still lingering from the Member Systems Upgrade in November of 2016, and we worked to correct these unsolved issues. This effort led to a 60% improvement in the Member Service Center call hold time and an 88% improvement in the Express Sales Call Center hold time. We still have some improvements to make, but I assure you that member service is our top priority and we will not stop until we meet our targets, and your expectations.
2017 was also a transition year for the credit union as we initiated preparations to drive more electronic service delivery. Members today want to do more and more remotely from the comfort of their house, office and, dare I say, car. We have no plan to unplug one method of service in favor of another, but we did begin planning for members’ changing needs and expectations. We have already started to implement plans to increase functionality across all electronic delivery channels, and if we get this right, you will enjoy newer, more modern ways of getting things done, and it will be at your pace.
Internally, we are focusing on ONE SCCU, working as a team to ensure that better than ever before we work as ONE to deliver service to you, our members. There are times when multiple people and departments must work together to fulfill a member’s request. We are using our new system capabilities and realigning resources to ensure that you have no idea that multiple people assisted you. Whenever possible, we want your request fulfilled at the first point of contact, and we want that first point of contact to be the method you want to use – voice, text, chat or an in-branch visit. We have much work to do here, but I can tell you, the energy inside the credit union is contagious as we come together to remember and focus on the members first.
2017 was a banner year for auto loans
, first mortgages
, second mortgages, checking accounts
and credit cards
. As of this writing, we’ve produced over $1 billion in auto loans and $255 million in home loans. This means that over 43,000 times this year, our members entrusted us with their life events. Again, we may not have always gotten it right, but I can tell you we are working to ensure that every time we miss the mark, we learn from it and improve.
2018 is already shaping up to be an exciting year at Space Coast Credit Union. Look for new and exciting products coming your way, and watch as we improve our service delivery to you, our members. I am confident you will experience the difference!
Timothy M. Antonition
President & CEO