When members need assistance, they don’t always start by walking into a branch or calling our Contact Center. Increasingly, they reach out through the channels where they already spend their time. One of those is social media.
That was the case when a member commented on a VyStar social media post saying her auto loan application had been denied. She mentioned that she would close all her accounts as a result.
Rather than letting the concern go unanswered, Leslie, the Social Media Manager, reached out privately to better understand the situation.
“Something didn’t seem right,” Leslie said.
That instinct prompted her to take a closer look rather than moving on to the next message.
After reviewing the details and connecting with VyStar’s Lending team, Leslie learned the issue was not related to the member’s credit or eligibility. In fact, a simple mistake had been made. The member accidentally entered her weekly income as a monthly amount on the application, making her income appear significantly lower than it actually was.
Once the mistake was identified, Leslie explained what happened and encouraged the member to reapply with the correct information. A few days later, the member submitted a new application and was approved for the loan. She also chose to keep all her VyStar accounts open.
“It’s simple, someone asks a question, and we respond quickly with the correct information,” Leslie said. “Moments like that show us we’ve exceeded their expectations.”
Situations like this are common for VyStar’s social media team, which includes the social media manager and two social care representatives. Each day, the team actively monitors comments and direct messages across Facebook, TikTok, Instagram, LinkedIn, X and even Pinterest to identify concerns, answer questions and work behind the scenes to connect members with the right resources.
Alongside this one-on-one support, the team also develops proactive content designed to educate members. This includes fraud protection tips, financial education resources and even highlighting VyStar’s ongoing community support across the places we call home.
Each experience is a little different, but Leslie and the social media team know they make a real impact when a member gets exactly what they need.
“Learning how to communicate with just your writing skills takes time,” Leslie said. “When you successfully relay the right message with the correct meaning, it makes all the self-editing and time taken to choose the right words worth the effort.”
Whether support happens in a branch, over the phone or through a comment online, these interactions show how VyStar is committed to meeting members where they are and finding meaningful solutions that make a difference.