Bronco News & Promotions

Hometown Heroes – Darlene D. Johnson

At Bronco, our teammates are the heart of that “Welcome Home” feeling you experience every time you step into one of our offices. To help you get to know the faces behind the service, each quarter’s Hometown newsletter will introduce you to a member of our team. In this fall issue, we’re excited to spotlight Darlene D. Johnson.

As our Member Solutions Coordinator, Darlene leads the collections department and plays a vital role in supporting Bronco members when “life happens.” Her team steps in to help members navigate tough financial situations—whether it’s a loan or credit card payment that’s become hard to manage. Darlene and her team work tirelessly to find solutions and provide the assistance our members need, no matter the challenge.

Darlene currently serves as the Member Solutions Coordinator for Bronco and has been with us since May of 2013.

What makes you good at what you do?
My background. I was in retail for five years and I’ve been in banking and finance for 45 years and have worked in several different positions from accounts receivables, collections, lending/ credit, mortgage origination and management, but most importantly, I’m a good listener. You have to listen and pay attention when people speak to you. That way, you can get members to be comfortable enough to share their stories with you. Once we have the full story and all the details, we can better formulate a plan and offer assistance.

Being the Member Solutions Coordinator sounds like a difficult job.
We need to determine if the issue will be long-term or temporary and develop a plan that will help our members. Of course, there are times where we can’t actually resolve the issue. However, we can offer empathy and allow them to keep their dignity intact.

With all of your experience, have you had a favorite job along the way?
I can’t really choose a favorite, because they all have been “service” positions, where I was able to help a customer or member to the best of my ability. In each position, I would share with them basic finance knowledge such as how to set goals, build budgets, resolve/restore credit and in some cases, save homes from foreclosure. I think whatever field you’re in, it’s your job to share your expertise with your clientele. I‘ve enjoyed being able to make a positive difference with those I’ve served.

What do you enjoy most about your current role?
What I enjoy the most is being able to actually base my response to our members on what’s best for them and BFCU. Since we don’t have shareholders, we are able to be more considerate of our members’ needs; our members really do come first.

What do you think attracts people to Bronco?
I think what attracts people to Bronco is that feeling our members get when they come in or call us. They receive warm, genuine welcomes, and being a small, hometown credit union, everyone mostly knows everybody, and you feel right at home.

Do you think people have a hard time understanding how a credit union is different from other financial institutions?
Yes, I do think people do have a hard time understanding how banks and credit unions differ. I also think if they’re accustomed to dealing with only banks and try a credit union, they would never go back!

What does Bronco’s tagline “Welcome Home” mean to you?
It means that we offer the best service we can because you’re in the right place for all your financial needs, and we have your best interest at heart.

What do you like to do outside of work?
I love to travel, as well as go to plays and attend live jazz concerts. I also enjoy watching “good” TV—documentaries or suspenseful programming.

Anything else you’d like to add?
I’m proud to be associated with a financial institution that really cares so much about their clientele. I’ve worked for a lot of other large banks in the area, where the bottom line and profit was always considered the most important goal. At Bronco, doing what’s best for our members and what makes good business sense is what Bronco does each day, all the time.