Fishermen’s Credit Union (FCU) was formed in mid 90s to help local fishermen in Vancouver island to help them fight through economic recession. FCU members were offered loans at very low interest rates to either lease or buy fishing gear. Repayment terms were also relaxed to help the members find their feet. It came down like a blessing for the large community of people in the island area whose life were dependent on fishing only and who were denied any financial help from the big 5 banks. 25 years fast forward FCU today has now branched out all over Lower Mainland having 7 branches and members/customers from all walks of life. Today FCU has 120 employees and it offers variety of financial products and services like any other bank. Right from checking and saving accounts to mortgage to other insurance & investment products. Apart from those numbers there are many changes which could only be felt but can’t be measured or quantified. Biggest of them all is the culture and the feel of the organization. There was a time when every member (customers are called members at credit unions) was known by name. The staff would address and serve every member by first name making them feel special every time they walked in the branch. Branch for many members was a place of socialization too. But now FCU has become so big that it is now like any other bank where members are like customers. The FCU staffers are not the known faces of the community anymore not anyone that the members could relate with. The FCU staff now comes from a very diverse ethnic background. Some wearing hijabs, some wearing turbans, scarfs while speaking English with such thick accents that is hard to understand. Moreover, many young tellers at the counters don’t even have basic etiquettes forget about customer service. Some staffers get impatient with older people who are slow. With the changing times FCU has also changed and set up 7 days a week call centre in addition to offering online banking services to its members and also set up many ATM services in prominent locations. Out of the people who visit different FCU branches over 70% are senior citizens for whom going to a branch is perhaps only outing opportunity other than going for grocery shopping. Other facts are ID thefts and scams and rise in the cases of money laundering cases. Security of staff and members is of paramount importance these days. Rita is heading the membership services department. All the customer complaints and related mattes come to her desk. She called for you to update the code of conduct and asked you to formulate a new Code of conduct and ethics for the branch staff in the view of the present circumstances.

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Fishermen’s Credit Union (FCU) was formed in mid 90s to help local fishermen in Vancouver island to help them fight through economic recession. FCU members were offered loans at very low interest rates to either lease or buy fishing gear. Repayment terms were also relaxed to help the members find their feet. It came down like a blessing for the large community of people in the island area whose life were dependent on fishing only and who were denied any financial help from the big 5 banks. 25 years fast forward FCU today has now branched out all over Lower Mainland having 7 branches and members/customers from all walks of life. Today FCU has 120 employees and it offers variety of financial products and services like any other bank. Right from checking and saving accounts to mortgage to other insurance & investment products. Apart from those numbers there are many changes which could only be felt but can’t be measured or quantified. Biggest of them all is the culture and the feel of the organization. There was a time when every member (customers are called members at credit unions) was known by name. The staff would address and serve every member by first name making them feel special every time they walked in the branch. Branch for many members was a place of socialization too. But now FCU has become so big that it is now like any other bank where members are like customers. The FCU staffers are not the known faces of the community anymore not anyone that the members could relate with. The FCU staff now comes from a very diverse ethnic background. Some wearing hijabs, some wearing turbans, scarfs while speaking English with such thick accents that is hard to understand. Moreover, many young tellers at the counters don’t even have basic etiquettes forget about customer service. Some staffers get impatient with older people who are slow. With the changing times FCU has also changed and set up 7 days a week call centre in addition to offering online banking services to its members and also set up many ATM services in prominent locations. Out of the people who visit different FCU branches over 70% are senior citizens for whom going to a branch is perhaps only outing opportunity other than going for grocery shopping. Other facts are ID thefts and scams and rise in the cases of money laundering cases. Security of staff and members is of paramount importance these days. Rita is heading the membership services department. All the customer complaints and related mattes come to her desk. She called for you to update the code of conduct and asked you to formulate a new Code of conduct and ethics for the branch staff in the view of the present circumstances..

  Fishermen’s Credit Union (FCU) was formed in mid 90s to help local fishermen in Vancouver island to help them fight through economic recession. FCU members were offered loans at very low interest rates to either lease or buy fishing gear. Repayment terms were also relaxed to help the members find their feet. It came down like a blessing for the large community of people in the island area whose life were dependent on fishing only and who were denied any financial help from the big 5 banks. 25 years fast forward FCU today has now branched out all over Lower Mainland having 7 branches and members/customers from all walks of life. Today FCU has 120 employees and it offers variety of financial products and services like any other bank. Right from checking and saving accounts to mortgage to other insurance & investment products. Apart from those numbers there are many changes which could only be felt but can’t be measured or quantified. Biggest of them all is the culture and the feel of the organization. There was a time when every member (customers are called members at credit unions) was known by name. The staff would address and serve every member by first name making them feel special every time they walked in the branch. Branch for many members was a place of socialization too. But now FCU has become so big that it is now like any other bank where members are like customers. The FCU staffers are not the known faces of the community anymore not anyone that the members could relate with. The FCU staff now comes from a very diverse ethnic background. Some wearing hijabs, some wearing turbans, scarfs while speaking English with such thick accents that is hard to understand. Moreover, many young tellers at the counters don’t even have basic etiquettes forget about customer service. Some staffers get impatient with older people who are slow. With the changing times FCU has also changed and set up 7 days a week call centre in addition to offering online banking services to its members and also set up many ATM services in prominent locations. Out of the people who visit different FCU branches over 70% are senior citizens for whom going to a branch is perhaps only outing opportunity other than going for grocery shopping. Other facts are ID thefts and scams and rise in the cases of money laundering cases. Security of staff and members is of paramount importance these days. Rita is heading the membership services department. All the customer complaints and related mattes come to her desk. She called for you to update the code of conduct and asked you to formulate a new Code of conduct and ethics for the branch staff in the view of the present circumstances.

Fishermen’s Credit Union (FCU) was formed in mid 90s to help local fishermen in Vancouver island to help them fight through economic recession. FCU members were offered loans at very low interest rates to either lease or buy fishing gear. Repayment terms were also relaxed to help the members find their feet. It came down like a blessing for the large community of people in the island area whose life were dependent on fishing only and who were denied any financial help from the big 5 banks. 25 years fast forward FCU today has now branched out all over Lower Mainland having 7 branches and members/customers from all walks of life. Today FCU has 120 employees and it offers variety of financial products and services like any other bank. Right from checking and saving accounts to mortgage to other insurance & investment products. Apart from those numbers there are many changes which could only be felt but can’t be measured or quantified. Biggest of them all is the culture and the feel of the organization. There was a time when every member (customers are called members at credit unions) was known by name. The staff would address and serve every member by first name making them feel special every time they walked in the branch. Branch for many members was a place of socialization too. But now FCU has become so big that it is now like any other bank where members are like customers. The FCU staffers are not the known faces of the community anymore not anyone that the members could relate with. The FCU staff now comes from a very diverse ethnic background. Some wearing hijabs, some wearing turbans, scarfs while speaking English with such thick accents that is hard to understand. Moreover, many young tellers at the counters don’t even have basic etiquettes forget about customer service. Some staffers get impatient with older people who are slow. With the changing times FCU has also changed and set up 7 days a week call centre in addition to offering online banking services to its members and also set up many ATM services in prominent locations. Out of the people who visit different FCU branches over 70% are senior citizens for whom going to a branch is perhaps only outing opportunity other than going for grocery shopping. Other facts are ID thefts and scams and rise in the cases of money laundering cases. Security of staff and members is of paramount importance these days. Rita is heading the membership services department. All the customer complaints and related mattes come to her desk. She called for you to update the code of conduct and asked you to formulate a new Code of conduct and ethics for the branch staff in the view of the present circumstances.