Member Experience

We exist to serve the financial needs of our members and our communities. As a not-for-profit financial cooperative, we are owned and operated by and for our members. That means our members are in charge.

Hearing from our members allows WESTconsin Credit Union to improve our service and offer the products that our members will benefit from. It also lets us celebrate the great team members we have that provide wonderful service to our membership. We all want our members to have an exceptional experience every time with WESTconsin Credit Union.

Since 2018, we have received over 30,000 surveys! We love that those members took the time to let us know how we are doing. Decisions about changes are influenced, and often led by member feedback. Our leadership often follows up with members to gain more clarity on what we can do better and to say thank you for taking the time to provide their feedback. We also use the feedback to evaluate our policies, procedures, products, and services.

Surveys aren’t the only way to share your thoughts and suggestions. Here are a few other ways we would love to hear from you:

• WESTconsin values our members’ experiences—they created a position that focuses on just that! Sara Fahl, our Vice President of Member Engagement and Jenny Rathke, our Vice President of Member Advocacy are focused on listening to member feedback and helping make sure that the decisions we make always have the members first. You can reach them by calling our Service Center at (800) 924-0022.
• Stop in to any office or call our Service Center! All of our employees are here to help! They all go through multiple training courses and strive to exceed your expectations. If we are unable to assist you to your satisfaction, they will share your suggestions and thoughts with the appropriate management.
• Social Media—WESTconsin Credit Union is on Facebook, Instagram, Pinterest, and LinkedIn. Our social media specialist will respond quickly to any questions or concerns you have. They will make sure to share your suggestions with the appropriate teams!

Your suggestions and insights have helped shape the following items:

• Members are able to make principal-only mortgage payments using WESTconsin Online and the Mobile App.
• With WESTconsin Rewards, as part of Preferred Checking, members are now able to easily view their credit score within the Rewards app! Stay up to date with in-app alerts that create notifications any time monitored information is compromised and review payment history performance in an easy to view chart to help stay ahead of your finances.
• Members are now able to transfer payments directly to their WESTconsin Credit Card using WESTconsin Online and the Mobile App.
• Our WESTconsin Mobile App now comes equipped with the ability to log in using Face ID in addition to Fingerprint Unlock.
• Members are able to set up recurring transfers using the Member-to-Member feature within online and mobile banking.
• We introduced greater security measures for debit or credit cards with our Fraud Text Alerts program. WESTconsin Credit Union debit or credit card holders are automatically enrolled in our Fraud Text Alerts program. There is no cost to join and no enrollment process, just one more layer of security to keep you protected from potential fraud.
• Digital Wallet is now available for members, allowing them to make online payments using digital payment options for a fast and easy check out and conveniently use their smartphones to make purchases.
• Members are now able to send payments to other individuals and financials using Zelle through either WESTconsin Online or the Mobile App.
• We introduced two new features within WESTconsin Online. Members may now make payments to loans at other financial institutions using their WESTconsin Credit Union account or pay their loan at WESTconsin Credit Union, using an account from elsewhere.