Issue link: https://viewer.e-digitaledition.com/i/1297975
44 | FALL 2020 Spotlight Employee Spotlight B E H I N D T H E S C E N E S : The little drive- through that could B Y B R I D G E T M c C R E A M eet the North Texas branch manager who has exceeded members' expecta- tions during a time of uncertainty and disruption. Like most businesses, American Airline Federal Credit Union's was forced to adapt quickly when the coronavirus (COVID-19) pandemic emerged. Focused on supporting members while also maintaining his team's safety, Branch Manager Rudy Diaz in Euless, Texas, found himself at the center of what would soon become a global pandemic. While many members used the Credit Union's financial services via digital channels during the mandatory shutdowns, others discovered Euless' best-kept secret: It was the only Credit Union branch with a drive-through. And so for the 3 1/2 months, while other branch lobbies were forced to close their doors, Diaz and his team were able to assist more than 24,000 members making use of their drive-through.. "We expected that traffic to increase once the lobbies closed, but we never imagined that members would embrace it as passionately as they did," said Diaz, who has worked for the Credit Union for 12 years, during which time he's managed several branches nationwide. Prior to joining the Credit Union, Diaz worked for the Walt Disney Company in Anaheim, California. "When people ask about my previous employment," he said, "I tell them I traded my magical ears for magical wings." Dias uses his position to help create opportunities for members in the North Texas community. Charged with overseeing Euless' day- to-day operations, Diaz has built strong bonds with area car dealers that offer members great deals and that support them through the car- buying process. Fluent in Spanish and English, Diaz loves helping Spanish-speaking members and the Hispanic community as a whole. "I highlight the benefits of being a member of the Credit Union and the resources we have to help them achieve their financial dreams," he said. As the only Credit Union branch with drive- through, and currently the only one with weekend hours, Euless can build relationships with members who normally wouldn't have visited in person. Diaz said that drive-through traffic has increased and is reaching record numbers, even after branch lobbies have reopened. "Our drive-through has become the 'mini-branch' that helps us continue exceeding our members' expectations."