Issue link: https://viewer.e-digitaledition.com/i/1267142
24 | SUMMER 2020 with many team members whose jobs were lim- ited by the pandemic learning new skills to be able to support unprecedented call loads. "The Credit Union closely monitored member feedback in order to provide timely and auto- mated solutions that our members could access remotely," said Susan Longley, Vice President of Servicing Operations. "New processes were developed in order to provide members with solutions, which added convenience not only while our branches were closed, but also far into the future." BRANCH INNOVATIONS At the branch level, team members trained quickly to take on additional roles, with staff at 22 of 46 branches dedicated to nontraditional functions. To address members who prefer in-person transactions, baby monitors, tablets and physi- cal barriers were set up, enabling live com- munication from socially distanced space outside branch doors. A branch in Euless, Texas, extended drive through hours, along with testing of single-person vestibules to close Texas Home Equity Loans, while a branch in Hurst, Texas, was converted to a mortgage loan production hub. Caring for its members is the Credit Union's mission, and that is especially true when unpar- alleled challenges arise that require taking this commitment to another level. "We have the programs and the ability to help," Hall said. "Financial wellness counselors who help create a family budget, someone who will talk to your creditors, restructure your debt — all done with no fees attached. And we offer a safe haven for members moving their money to an institution they can trust. We know that dif- fi cult fi nancial times are on the horizon for a lot of our members, and we're going to be there to see them through. That's the heart of the mat- ter." For the latest of what American Airlines Credit Union can do for members, visit AACredit Union.org/covid-19. A Dallas-based freelance writer and editor, BRIAN KEAGY regularly contributes to publications such as cent$ and Intelligent Collector.