Member Experience - Altra Federal Credit Union | Helping You Live Your Best Life

Yes, we really do read every survey!

Altra Federal Credit Union strives to assist our members with their financial needs in the communities we serve. As a not-for-profit financial cooperative, we are owned and operated by our members. That means what you say is important to us and we use those comments and suggestions to improve how we serve you.

Hearing from our members allows Altra to improve and offer the products and services that our members need and will benefit from. We also want to be able to recognize and celebrate the amazing team members we have that provide top-notch service to our membership. It’s important for all our members to have an exceptional experience every time with Altra.

Since 2017, we have received over 65,000 surveys! We love that those members took the time to let us know how we are doing. Decisions about changes are influenced, and often led by member feedback. Our leadership often follows up with members to gain more clarity on what we can do better and to say thank you for taking the time to provide their feedback. We also use the feedback to evaluate our policies and procedures, products and services.

	Altra values our members’ experience at every interaction point, whether face to face or digitally—We created two positions that focus on just that! Lori Horstman, Vice President, Member Experience & Advocacy and Kelly Kruchten, Member Experience Program Coordinator, are focused on listening to member feedback and helping make sure that the decisions we make always have the members first. You can reach them by calling our Member Contact Center at (800) 755-0055.
	Stop in to any branch or call our Member Contact Center! All of our employees are here to help! They all go through multiple trainings and strive to exceed your expectations. If we are unable to assist you to your satisfaction, they will share your suggestions and thoughts with the appropriate management.
	Social Media—Altra Federal Credit Union is on Facebook, Instagram, Twitter and LinkedIn. Our social media specialist will respond quickly to any questions or concerns you have. All suggestions will be shared with the appropriate teams!

Here are a few other ways we would love to hear from you:

We created two positions that focus on your experience with us! Lori Horstman, Vice President, Member Experience & Advocacy and Kelly Kruchten, Member Experience Program Coordinator, are focused on listening to member feedback and helping make sure that the decisions we make always have the members first. You can reach them by calling our Member Contact Center at (800) 755-0055.

Your suggestions and insights have helped shape the following items:

	Biometrics available on Mobile App including Face ID and Fingerprint Unlock called “Altra Quick Access“.
	Increasing multicultural efforts to better serve all members.
	Enhanced security measures so members are able to send payments to other individuals using “Altra Pay – Send Money” through our Mobile App safely, and securely.
	Added text verification option in our Member Contact Center to create efficiencies and safely access your account.

	Increased access to member education: 24/7 Podcasts, Webinars, and TikToks available to assist with your financial wellness.
	Added Certified Financial Wellness Coaches to each market to help assist with Save, Spend, Borrow, and Planning habits.
	Made Video Banking available to our National members to work with us face to face!
	Enhanced Online Account Opening to be able to open an account with us in 5-10 minutes