In what seems like the blink of an eye, the members and staff of our credit union have seen the passing of another year. I hope that you all enjoyed the holiday season, whether spent with family and friends or supporting charities which do so much for our community. We’re amazed and humbled by the tireless efforts of the San Francisco Firefighters Toy Program, bringing joy to children every year. We’re grateful for our membership’s continued support of their mission, and the $25,000 donated this holiday season.
When looking back on 2019, I see progress and improvements in the level of service we provide and ease of doing business with us. We continued to refine our Online and Mobile Banking systems, with enhancements such as the re-introduction of free FICO® Scores. We had a commitment to increase staffing levels and focus on employee training, with over fifty new employees being hired in 2019. We focused on the service levels provided by our Contact Center, with our average speed-to-answer decreasing from over two minutes to less than thirty seconds. And just recently, we successfully launched a new public website designed to make navigating and understanding the benefits of your membership easier.
While I’m proud of our accomplishments this past year, there’s much work to do in 2020. We will continue to focus on improving service levels, and making it easier to do business with us. We’re entering the final phase of improvements and modernization to our internal systems, by which I mean those utilized by our employees (as opposed to member- facing systems such as Online and Mobile Banking). This modernization of internal systems will enable and empower our employees to provide members better service, both in speed and accuracy, in the coming year and beyond.
I’m excited for the coming year, and what it has in store for our members and staff alike.
President and CEO