Dear Member,
Thank you for attending our first webinar for members on Thursday 16th April, 2020, to celebrate our 47th Anniversary.
Please see the answers to the questions that were submitted via the webinar.
Member Question 1: When is Barataria branch reopening?
Answer. The Barataria Branch was temporarily closed due to the difficulties of implementing social distancing at that Branch due to its small footprint and layout. Reopening will be scheduled in the shortest time once the social distancing rules are no longer in effect.
Member Question 2: Is it possible for the AGM to be held online?
Answer. We are presently exploring all the legal and other considerations associated with this option, which would require clear guidance from the Office of the Commissioner of Cooperatives and to some extent our membership, before we can make any definitive statements in relation to an Online AGM.
Member Question 3: Congratulations on our 47th Anniversary to all members. What can we do to celebrate this anniversary touching all of our members?
Answer. Having regards to the current circumstances and restrictions as it relates to public gatherings etc., ECU embarked upon creative means of member engagement to include a radio address by the President, Janelle Benjamin on the Sanctuary radio programme, which touched on not just our achievements over the years but on the many initiatives that the Credit Union adopted to safeguard and effectively serve our members; along with the hosting of our first public Webinar in commemoration of our47th Anniversary on April 16th. Once all public health restrictions are lifted we will thereafter explore other options, once feasible, to continue our celebrations, which may take the form of an enhanced AGM, paying homage to ECU’s journey and accomplishment to date.
Member Question 4: What is the situation with the ATMs at this time, is the daily limit the same and are they operational 24/7?
Answer. The daily limit has been increased to $3000 which is the technical limit of our ATMs. All ATMs operate 24/7 subject to the adequacy of the cash in the machines. From time to time, based on demand, an ATM may run short of cash which will usually be replenished within a 24-hour period.
Member Question 5: To the CEO, My concern is how are you going to manage members’ confidential information re a staff member who works at home amongst family and friends.
Answer. All staff are bound by a confidentiality agreement which remains in force wherever they may be located. Members’ files remain at the branches and are not allowed to be taken home or outside the premises of Eastern Credit Union. Work at home arrangements are conducted through a work issued laptop that is secured by a virtual private network.
Member Question 6: Would your mobile update be as reliable as the other banking institutions and also I have tried to get access via calling and have always been unsuccessful would there be better service?
Answer. Thus far, we have not had challenges and we do not foresee any at this time, and will continue to work assiduously to ensure that this and other services function efficiently. Additionally, our mobile banking app has features which allow the member to set the criteria for mobile alerts and determine whether to be alerted via email or text to a mobile phone. As an enhanced measure, our call center remains open from 8am to 5pm; and we are currently planning for the expansion of the call center from 5 to 15 agents to facilitate faster responses and feedback.
Member Question 7: Are we now taking a look at what jobs can now be done offsite/at home by staffers?
Answer. Yes, we are, where a position is not required to be member-facing, we have developed a work from home policy that may apply subject to operational considerations.
Member Question 8: Are we making any provisions through the Ministry of Finance to assist our members in cashing of government cheque? In light of the amount of person collect tax returns and if so encourage these members to save a portion on a fixed account?
Answer: At this time, we are technically unable to process government cheques. This remains an ongoing discussion and engagement between the Credit Union League and the Minister of Labour, Small and Medium Enterprises, in order to allow credit unions to resumethe facilitation of this service to our members. We await further communication on this issue.
Member Question 9: Will Eastern Credit Union be hosting any Internships this year?
Answer: No, not at this time, given our shortened opening hours and restrictions on assembly of persons. Our focus is on successfully emerging from this global pandemic and meeting the needs of members after this crisis is over. Internships will be considered once we resume normal operations.
Member Question 10: Can you please share further info on the category of staff with remote work arrangements and what measures are being taken to secure the data of members in cases where staff may be required to interface with such data remotely?
Answer: See Question 5 above. The type of employees may include employees that are not required to interface directly with members conducting cash transactions, technical functions that can only be facilitated in-house and security services.
Member Question 11: Suggestion: Diversification of the Eastern Credit Union's services/portfolio - Small Tourism & Hospitality sector.
Answer: This suggestion is under consideration at this time, and will be further researched once the global pandemic is lifted.
Member Question 12: Happy Anniversary! Are we in the process of planning for post-covid19 work operations, given that this experience will revolutionize the way we work?
Answer: Indeed, we have started the planning process as we recognize the long term implications of COVID-19, from the increased digitization of services, to telecommuting options, to the use of online meeting options, to revaluating the services to be provided by branches.
We are also monitoring self-employed and small business owners and will be promoting our Entrepreneurship credit facilities to assist these businesses with working capital and start up cash. This will be followed by pre and post educational online programs to set up, monitor, manage and report on these business ventures.
