Business View Magazine | October 2020

87 BUSINESS VIEW MAGAZINE OCTOBER 2020 SEACOMM FEDERAL CREDI T UNION money to deposit, some had borrowing needs. And that was the beginning of what we have today. It all started in what we consider the iconic toolbox. Some of these folks were tool & die makers and so all of our branches today have a toolbox that resonates our humble beginnings.” From 1963 to 1999, SeaComm grew to $100 million. When Wilson took over as CEO in 2007, they were just under $200 million, and today they have $650 million in assets and 49,456 members. The portfolio of product offerings increased over the years to include checking accounts, open-end loans, certificates of deposit, and safety deposit boxes; and more recently, NetTeller, electronic services, Personal Advisor Services, Mobile Branch, and an expanded Call Center. Developing a competitive advantage in a crowded marketplace of other financial institutions can be a challenge. But SeaComm has a well-earned reputation for a wonderful service experience that gives it an edge. “We actually obsess over service,” says Wilson. “We ensure that when staff come on board they are integrated into our culture, with service promises they have to adhere to. We even do random surveys with our members based on the transaction they’ve had – whether at the teller line, or with an FSR officer, or through our call center. We want to know if we were friendly, attentive, and knowledgeable. Did the representative let you know we appreciate your business? Did we identify your need and make an appropriate recommendation? And how likely are you to recommend SeaComm to your friends, relatives, and co-workers? We score from one to a top rate of seven, and we’ve been scoring 6.82 on average out of 7 on all the surveys we send out, annually.” Prioritizing the service experience means going above and beyond to resolve issues. SeaComm is very liberal on refund policies for overdraft fees, etc. If, for instance, a member makes a mistake