It was 5:15 p.m. on a Tuesday—most people were wrapping up their day. But for one of our members, the world was unraveling.
Craig from our Call Center answered a call from a member who was sobbing. Her beloved dog, Chester, was suffering from uncontrollable seizures and needed immediate emergency care. In her panic, she had tried applying for a loan online but was too overwhelmed to finish the process.
Craig didn’t waste a moment. He contacted our eServices team, and the application was submitted right away. Knowing time was critical, they reached out to Jamie in Lending and explained the urgency. Without hesitation, Jamie prioritized the loan and had it approved within minutes—even though it was after hours.
Voicemail messages were left for the member that night, but she didn’t respond.
The next morning, our member called back—exhausted, tearful, and profoundly grateful. She had been at the emergency vet with Chester until 3 a.m. and had only just returned home. Because of the loan, Chester received the care he needed that night.
When she arrived at the branch to sign the paperwork, she shared the full weight of what she was carrying: her husband had recently suffered a stroke, her brother had passed away, she was undergoing treatment for a blood clot—and now, Chester’s health was declining. “I barely had enough gas to make it in,” she said. “But by the grace of God, I did.” She gave our staff a tearful hug and thanked each person for not just helping—but caring. And she made a promise: once Chester recovered, she’d bring him in to say thank you in person.
This was a powerful reminder of the difference a credit union can make. It wasn’t just about a loan—it was about listening, acting quickly, and showing empathy when someone needed it most. Craig, the eServices team, and Jamie in Lending came together to help a member through one of the hardest days of her life.
