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IAA Credit Union
Member Service Standards

The IAA Credit Union is committed to focusing on the needs of our members. That is why we have published the following standards, which communicate the kind of treatment our members should expect.

We have grouped our contacts into three general categories, defined as follows:

Ų General Information Contacts: These are contacts who request assistance in obtaining a quick answer to a general question or concern. In most cases, these requests can be asked in person, read over the phone, or included in a short email message. Answers to these requests can be completed via the phone or with a few pages of FAXed, mailed, or emailed information.

Ų New Account or Account Set-Up Contacts: These are contacts who are interested in requesting pre-defined/approved programs, products, or processes.

Ų Special Request Members: These are contacts who ask for a product or information that is developed at the user’s request and is not “sitting on the shelf,” so to speak. These also include questions or requests that involve substantial research or investigation.

Excellence

We guarantee quality products and services that meet or exceed our members’ expectations.

Responsiveness

We will respond promptly to all requests.

Ų We will acknowledge receipt of an email, FAX, or telephone call within four working hours if received during normal business hours.

Ų If you call our office during the normal business hours of 8:00 a.m. to 4:30 p.m. Monday through Friday and 8:30 a.m. to 12:00 p.m. Saturday C.S.T., you will be able to reach a real person.

Ų We will investigate and resolve your inquiries within one working day of receipt. If this is not possible, we will work with you to assign a mutually agreed upon resolution date and clearly communicate and document it with you.

Timeliness

We will provide you with realistic delivery times based on the nature of the request.

Ų (General Information) We will answer your request for information within four working hours of receipt.

Ų (Off-the-Shelf) We will deliver any available product within two working days of receiving your request.

Ų (Special Requests) We will respond to special requests by the delivery date agreed to by both parties.

Commitment

We will be courteous, respectful, responsible, and professional at all times.

Ų We will take responsibility for providing answers to your requests to the best of our knowledge and skills.

Ų We will make sure if we need to refer your request that the person we are referring you to can provide an answer. We will follow-up with you and the person handed off to until there is a resolution.

01-05-2007