You Asked, We Listened – SECU’s Wave a Magic Wand Member Survey Results

May 17, 2024

If you could wave a magic wand and change one thing about your SECU experience, what would it be?

We recently asked that question in a member survey to help us understand what banking services and solutions our members needed in order to guide our planning and decision making processes and innovate solutions.

We received some amazing suggestions! Based on member feedback and survey results, we have made the following improvements to SECU products, systems, and operations:

Zelle Limits

To better support members who use Zelle as a payment method, we have raised the Zelle transfer limit to $2,400 a day and $4,000 max transfer limit per month.

Product Improvements

  • Certificates of Deposit. We have added two new CD terms that can be opened online – 13 and 30 months. Learn more about all of our available CD options.
  • Credit Card Enhancements. Members with a SECU Visa® credit card can now freeze their card in the app. This is especially helpful if your card is lost or stolen to prevent fraud.

ATMs and ITMs

Many members asked to have the ability to receive additional denominations when using our ATMs and ITMs (Interactive Teller Machines). We have increased the denominations in our ITMs, which dispense cash in $100, $20, $5, and $1 denominations. Some financial centers also offer $50 and $10 denominations. The standard denomination in our ATMs remains $20.  

Easier Access to Member Service Representatives

Members asked for the ability to reach a member service representative directly when calling our member support line. This functionality is already available. When you call, simply say “Representative.” You will then be connected to the general queue for the next available representative.

Note though that you could experience longer wait times when doing this. To access the right representative that can help you with your specific needs more efficiently, you can simply say why you are calling. Our system is designed for natural language recognition and can direct you to the proper person who can help you instead of going through the general queue. For example, you could say “I have a question about online banking” and you will be directed to a representative that can help you with online banking. Doing this will reduce your wait time and the potential of having to be transferred to another representative.

We have also added staff to our banking team to decrease wait times.

Credit Card Rewards

Some members shared that they have difficulties redeeming their SECU Visa® credit card rewards. We have enhanced our credit card rewards functionality so that a credit card rewards statement credit can be applied towards your minimum payment due.

So, if you have a payment due, the rewards will be applied to the payment. If you don’t have a payment due, the rewards will be applied to the principal balance.

New Financial Centers

We often have requests to increase our presence in other parts of Maryland. There are a lot of different factors that go into choosing to open a new financial center, and our team is always evaluating market conditions.

While we don’t have immediate plans for expanding the number of financial centers, we are constantly evolving our digital channels. You can make an appointment at our Virtual Financial Center and speak to a Member Advisor from the comfort of your own home. Online and mobile banking is also available 24 hours a day, 7 days a week.

We thank all of the members who took the time to complete the survey. We will continue to ask for feedback to ensure we meet your banking needs.

Share This Article: