Medical Lake WSECU opens its doors at new branch location

By CARA LORELLO

Staff Reporter

The isles are wider, the ceilings are higher, and customers won't even have to crowd the room, or wait outside to form a line to get service.

Staff at the Washington State Employees Credit Union Medical Lake branch look forward to getting more out of their new digs at 205 East SR-902—about 1,000 square feet more to be exact, compared to the bank's former location in downtown Medical Lake where it did business since 1993.

Prior to that, WSECU's first eastern region branch ran operations from a basement in Eastern State Hospital starting in 1973.

On Dec. 17, staff opened the glass doors to their brand new 2,500 square-foot branch office at the North Lefevre shopping center that also houses Denny's Harvest Foods, whose owner Denny McDaniel branch manager Naomi Kuhl said was the first new account customer of the day.

The first customer to make a deposit framed a dollar bill for staff to hang on the wall. More “housewarming” offerings came through as the morning progressed.

“We've been getting gifts all morning,” Kuhl said on Monday. “Everyone's like family…The members have really taken ownership.”

More room to stand (or sit) and enclosed office spaces reserved for member consultations are the immediate the changes WSECU customers will see upon entering the new store.

There's also a number of new and enhanced services previously not afforded to members at their neighborhood credit union, like a 24-hour ATM, coming in January, and a drive-up window.

The former, Kuhl, said was one of the most requested changes from members via credit union surveys that staff used in planning its new branch. That, and personal privacy, which is why all branch offices were built with soundproof walls and have frosted window panes.

“We took into account all surveys into consideration in building this branch.

In the surveys, privacy was a big issue because people want to protect their personal information, and we want to be able to provide them with that,” Kuhl added of customer privacy.

In addition to having three private offices, the branch has two large-size cubicles for new customer accounts and four teller stations across from a seating area and public restroom.

Beyond the service area is the bank's staff lounge, restroom, and a workroom, where Kuhl said more features will be added. On order is a multi-media PC that will be used for training new personnel.

The store is also equipped with a larger, high-monitor security system that uses several cameras and other detectors.

“We've got cameras in here that you can't even see,” Kuhl said.

It's hoped that with the added amenities the credit union might see some growth in new accounts and for its staff. Last summer one extra fulltime employee joined with the branch, and more could follow if things get busier.

“We're hoping for some new growth, with the extra space and drive-thru the 24-hour ATM that we might be adding more staff. But it's still early, and we don't know how [the relocation] will change that,” branch member service operation team leader Edgar Arroyo said.

WSECU marketing manager Bridget Sturdevant said the Medical Lake branch continually receives above-standard ratings in customer satisfaction based on results from the corporation's quarterly surveys.

The branch is also a multi-recipient of the credit union's President's Award.

“All of [WSECU's] 19 branches has the same survey done…and Medical Lake is always on top in terms of how members feel about the service they're getting from staff,” she said.

New branch hours will be 9 a.m. to 5:30 p.m. weekdays, and a direct number for the branch is 1-800-562-0999, extension 55000. Staff has tentatively scheduled a grand re- opening at the branch for Jan. 26, 2008, details pending.

Cara Lorello can be reached at [email protected]