When a member came to our Arlington branch for help refinancing a mortgage he'd held for four months, Roberto didn’t settle for the obvious solution. The member, who had worked hard to secure a home for his family, was struggling with monthly payments.
Instead of referring him to a Home Loan Advisor, Roberto asked questions to understand the full picture.
“I make it a priority to ask open-ended and thoughtful questions,” Roberto said. “This helps me gain a full understanding of a member’s financial situation so I can offer the most suitable recommendation.”
He discovered the real challenge wasn’t the mortgage, it was credit card debt. Roberto recommended consolidating the member’s high-interest credit card debt, saving him more than $500 a month. He also introduced the member to Debt Protection, giving him added peace of mind.
The impact was so meaningful that the member later brought his children to meet Roberto to show him the difference he made.
“He continues to refer friends and family to me for their financial needs,” Roberto said.
This kind of service is routine for Roberto. His days are filled with referrals from members who trust him to guide their financial journeys. His dedication to understanding individual needs and offering tailored solutions is a true example of unbelievable service.
“I truly enjoy my work,” Roberto said, “especially when I can help members meet their financial goals and improve their overall well-being.”
Roberto’s commitment to members is just one example of how unbelievable service starts with listening.
VyStar’s Better Banking Stories series showcases real members and the VyStar employees who go above and beyond to help them.