LETTER TO THE EDITOR FROM
Mike Ostrowski, President and CEO of Arrha Credit Union Who Speaks Out.
I saw an ad that read, ‘it pays to bank local.’ My immediate response was, they are not local. They are located in Bridgeport! This made me ponder and ask what does local really mean in today’s digital banking world?

Local to me means that decisions are being made where you live. When decisions are being made locally the business and the person knows “you.” We are in a fast-paced digital banking world and our members demand the latest technology; they also want caring customer, member service. People also want decisions being made right in the offices where they bank, not at some faceless entity in an unknown location.

Credit unions are not-for-profit and continuing to fill a void being left by several smaller community and larger banks that are now gone because they have been bought out. Credit Unions are the banks of yesteryear with the technology and effectiveness of tomorrow. However, Credit Unions, especially Arrha Credit Union is not allowing technology to takeover customer service or that local community feel. We are using it to enhance the experience.

How do businesses get away with making their customers wait in long drive-up or telephone lines to speak with a real person?  

I'm sure you know how frustrating it is to get in voice mail jail or wait in a drive-up line for over 40 minutes or even longer. It amazes me to see these long drive-up lines wrapped around a building, down around, and into the road at the larger banks. To me, this is not being convenient to your customers. 

When COVID-19 happened, our staff rallied and sat down to figure out a way to have everything at their fingertips, potential paperwork, details next to their drive-up area to help speed up the process while still answering questions thoughtfully.  It’s a balance. It is not about when it’s convenient for you but when it’s convenient for your customers, members. It is also important that during these times we take care of each other, smile and laugh together to lighten the burden that we are all feeling. 

We continue the local focus even in the midst of mergers.  

As more and more local community banks merge it has left an opportunity for credit unions; especially Arrha, to take the spot to become the local choice. Credit Unions have been in the community since the 1920’s. Sadly, people may not understand or think about them or become a member. This creates an opportunity because people want to deal locally with their bank. With our two locations, in West Springfield and Springfield, we fill that void. We are the local choice.

Thank you for taking the time to read and allowing me to share my thoughts with you.