Becca is a Member Service Representative 2 and Loan Officer who has been with Bronco for 18 years.
What should members know about indirect lending?
Indirect Lending is where you can go to one of our dealership partners and do everything there—from joining Bronco to financing your auto loan through Bronco by signing all the paperwork conveniently at the dealership. This way of lending has been very helpful to our members who work full time, like myself, and can only do things when they get off work after we have closed. All of our dealerships have been given an “after hours guideline” on making approvals, and they have all the paperwork needed to open up a membership account. My main job is to look over all the loan packages sent in from the dealerships and make sure that everything is right before actually opening up the membership account for the applicant who applied at the dealership. I also disburse the loan into our core system and fund the loan to the dealership. I have to make sure that every signature is where it should be and that the salesperson followed our after-hours guidelines for the approval.
How long have you been with Bronco?
I was hired March 18, 2005—18 years.
What do you enjoy most about your job?
I’ve enjoyed developing relationships with our members over the years—watching their kids or grandkids grow up from where I used to give them suckers in the drive-thru to now helping them apply for an auto loan or their first credit card. I also do phone and internet loans if needed (I play a lot of roles in our Lending Department). It’s definitely been an experience that I will always treasure. I also have the impression that our members feel more comfortable seeing a familiar face or hearing a familiar voice when it comes to their finances.
What makes you good at what you do?
The experiences—but not just in finances. I’m talking about everyday life. I was a newlywed when I was first employed, so that was a life adjustment with financing a mortgage. I’ve also had my two biggest blessings (my children) since being employed at Bronco, and that definitely teaches you how to budget. With my oldest being a teenager, I’m already looking into education loans or grants for college. I feel like I can offer the best products or services to my members (face to face or over the phone) because I put myself in their shoes or in whatever situation they are going through and relate with them.
What do you think makes Bronco special to members?
There are so many things that make Bronco special, but I’ll only name a few. We offer a wide range of products and services to accommodate our membership—from our Shared Branching services and Mobile Banking, which is my favorite. Our mobile app gives you the ability to not only check balances and make remote deposits but you have actual control over your debit and credit cards at any time. If you leave it behind somewhere, you can shut it down temporarily so it will not be used by anyone else. You can also set limits on your card. Of course, this is all outside of how Bronco makes you feel when you walk through our doors. We will greet you by name and welcome you into our Bronco family, sit down and actually listen to your needs or concerns.
Bronco’s tagline is “Welcome Home.” Describe what that means to you.
We were all given a card to memorize when I first came to work here, and it’s always stuck with me because it’s so true on how to give excellent member service. It was actually an acronym: W=Welcome the member; E=Express yourself in a positive way; L= Let them see you smile; C=Call them by name; O=Open the door of communication; M=Make them look forward to coming back; and E=End by saying Thank You. It’s an acronym for the word WELCOME, and I believe that each of our employees does their very best at delivering this excellent member service to every person who walks through our doors at Bronco, whether you’re a member or not. The one thing that will always stick with a person is how they were made to feel when interacting with a Bronco representative, and we strive to make sure that it’s a welcoming, warm, hometown feeling.
What do you like to do outside of work?
Outside of work I enjoy spending time with my husband and two kids. We love to go camping at Lake Gaston (where both my kids learned how to swim). If not at the lake, we love the beach at the Outer Banks. My kids are like fish; they love the water. My son has learned how to skimboard pretty well and picks the best shells, while my daughter loves to walk around and hang out with her friends on the beach. I personally wish I could sit back and enjoy a good book at the beach, but my youngest keeps me on my toes. He’s seven, but I know one day I’m going to miss running around after him like I do with my daughter, who is now a teenager, so I treasure these moments.
Anything else you’d like to add?
Fun Fact—I was the very first person to do a transaction on the teller line at our Suffolk Office on Godwin Boulevard in Suffolk. We did a soft opening at that branch to make sure all of our equipment and technology worked properly so we could service our members with no problems on our Grand Opening Day. I’ll never forget that day—talking to our members I already knew from our Franklin office and welcoming them to our new branch in Suffolk.