Dear Valued Member,
As your trusted credit union, we take the quality of our service seriously. Everyone on our team is committed to providing exceptional service. Each week, our leadership team reviews member feedback, identifies opportunities for improvement, and works together to make positive change in the service we provide. We know that to retain your trust and loyalty, we must continually work to increase the value of the products and services you rely on from Premier America.
In 2021, we launched a completely new Online Banking system, streamlined our online account opening experience, and made realtime payments available with Zelle®. With the launch of these benefits, our Contact Center and branches experienced high service demand, resulting in extended wait times. Like many service providers, we experienced short staffing in the latter part of 2021, which made meeting this demand challenging.
The good news is, we have implemented a plan and we’re actively working to raise our service to the level of consistent quality that you deserve. We are currently training talented new team members who will soon be deployed to our Contact Center and branches. We’ve also increased our recruitment efforts and will be onboarding new team members throughout 2022. Reaching sustained service improvements will take a little time, but I assure you, it will remain a high priority for us this year. We thank you for your patience as we strengthen the capability of our service teams.
Overall, 2021 was a great year for your credit union and I’m excited for what’s to come in 2022. In my next update, I’ll share details about additional services we’re adding within Online Banking, and other product benefits launching this year. Thank you for being a valued member, and for your trust in Premier America.
President & CEO