Behind the Vault

Q: Can you tell me a little bit about your background and how you came to Family Trust?

A: Absolutely! I have 25 years of banking experience. I graduated from Clemson and spent 14 years working at another financial institution in Charlotte, NC. It was God’s perfect timing when the right role at Family Trust opened for me. I'm excited to say I'm coming up on my 10-year anniversary with Family Trust in March of 2024.

Q: How is a credit union different from a bank?

A: Culture and mission. Both credit unions and banks offer financial solutions, but there's a different motivation at a credit union. While maintaining good financial standing is essential, our drive comes from our people, the community, and our members, rather than just profit. On our Leadership Team, we hold ourselves to a standard of always considering what's best for members. That's our guiding light.

Additionally, our membership is served through a volunteer board, so there’s a sense of humility and appreciation in the work that’s done in the best interest of members and the community.

Q: Can you discuss the process of enhancing digital member experiences and staying competitive?

A: Technology – especially post-COVID, has revolutionized how our members interact with us. Now, we're better positioned to grow, expand, and serve members more efficiently. Our mobile devices allow us to apply for a loan, make transfers, and chat with our member service team from anywhere. Leveraging tech like Zest AI for loan underwriting decisions supports our DEI strategy and ensures sound decisions. Ultimately, the decisions we make everyday position us to better serve our communities.

Q: Can you better explain how we develop a fee schedule and recent fee eliminations?

A: We stay proactive, monitoring regulations and member needs. Recent changes, like eliminating overdraft transfer fees, reflect our commitment to fair banking and aligning costs with member benefits.

Q: How are we member-centric?

A: Members are at the heart of everything we do. We constantly ask ourselves how each decision will benefit our members, whether it's about branch strategy, expansion, or employee initiatives. With over 54,000 members, we understand the responsibility to serve them best. Without our members, Family Trust wouldn't exist, so serving their needs is at the core of everything we do.

Q: Can you speak on our approach to financial reporting and transparency?

A: Transparency and honesty are fundamental values for us. We publicly report our financials quarterly to the NCUA, display balances in branch lobbies, and manage our balance sheets diligently to maintain our good standing and ensure transparency and trust.

Q: How are we able to offer competitive rates?

A: Unlike profit-driven institutions, our vision and culture prioritize our community. By balancing growth, expenses, and safe lending practices, we offer competitive rates while remaining financially sound. Strong financial management enables us to design member-friendly products like our high-yield Loyalty Checking account.