When the Pattersons walked into the Poulsbo branch, they thought they were on their way out. They had stopped in to request a payoff amount on their auto loan with PCU, which carried an interest rate of 8.39%. Their plan was to refinance with another nearby credit union at a different rate.
But as they waited to speak with one of our service representatives, something caught their eye: a promotional ad on our branch screen for a refinance rate. The offer was intended for loans brought in from other lenders, but it sparked a question: Could PCU help the Pattersons save just as much, without switching?
That’s when Cheryl stepped in.
Rather than watching the Pattersons walk away, Cheryl reached out to our lending team. She learned that while the promotion was designed for external refinances, there was an opportunity to apply it internally—if it meant truly helping the Pattersons meet their goals. Cheryl sat down with the couple and asked thoughtful questions. It became clear that their main priority wasn’t switching institutions—it was saving money on interest. With that in mind, she got approval to apply the promotional refinance rate to their existing loan at PCU!
The impact was immediate. The Pattersons’ interest rate dropped considerably, and their loan term was shortened by a full year. They left the branch thrilled—not only because they were saving money, but because someone had listened, cared, and acted in their best interest. Thanks to Cheryl’s initiative, the Pattersons were able to stay right where they felt comfortable—at PCU—while still reaching their financial goals. Way to go, Cheryl!
