SOARING Newsletter Q2 2018

Send Scott Rains an email and talk to him personally. ceo@eaglecu.org A letter from the CEO Scott Rains F irst and foremost, I would like to extend a sincere apology to everyone who had issues logging into our new Online and Mobile Banking system. Although we were well-prepared, planned and communicated the upgrade as early as possible, there were definitely a few lessons we learned in rolling out this service. We will take these lessons to heart in any future changes that may affect you. First the date of the upgrade being right before a 3-day holiday was a mistake and had a significant impact on call volumes and our ability to assist you in a timely manner. Second, even though we hired more people to take calls, our phone system reached capacity causing many calls to drop and/or get a busy signal. We realize how frustrating this was and appreciated your patience as we returned calls and emails as quickly as possible. Lastly, the initial login to the system was supposed to be a seamless transition, and for various reasons it was not. This was mainly due to unforeseen system issues that created unique errors that were not easily diagnosed. Our team worked diligently to remediate each of these errors as quickly as possible. The initial login, requiring a security access code and the registration of a device is something that many may encounter in the future. These additional security steps ensure that your account information is safe and secure, as well as provide you notifications in the event of an unauthorized attempt to access your account from an unknown device. You may start to see more of this type of security on other sites you use as many internet service providers attempt to increase security. We do take accountability in the fact that we should have communicated in advance the login steps and potential problems as well as provided tips on some of the more common issues. Detailed instructions, tips and FAQs were rolled out shortly after launch and can be found at www.eaglecu.org/NewOB. I also want to explain why we had to do the upgrade. Our prior system hosted by a third party was very old, had reached end-of-life and did not allow for upgrades. The provider was no longer going to service the program requiring the credit union to seek a new service. We vetted out their new system against other providers, and the selected provider offered a more flexible and customizable system with enhanced security features. I know it is a big transition that will require some getting used to, but we hope you will give it a chance. It really does offer many more features and capabilities such as: • Enhanced account notifications • Upgraded Bill Pay service • The ability to change your address online • Person-to-person (P2P) transfers comparable to Venmo, Zelle, Square Cash and others • Touch ID Login for Mobile that has been requested by many members • Customization of your account view So, thank you again for your patience with us during this transition. It is our promise and goal to do better the next time. We were able to confirm and secure a great off-site location to continue to host another Pre-Owned Auto Sale this year at the OC Fair and Event Center in Costa Mesa. We will be partnering with another local credit union and are happy to have found a great central location that offers plenty of space to bring in even more autos. Save the date for June 9 and 10 th . Finally, we are excited to once again be a sponsor of bags for the National Association of Letter Carrier’s Stamp Out Hunger Food Drive on May 12. Watch for your bag in your mail the week before, and if you’d like to get involved and volunteer like many of our team members do, please let us know! We’d love to have you join us. And if you are a postal employee working that day, thank you for all that extra work you put in to bring in the food donations! Thank you for your membership. Sincerely, Scott Rains President/CEO 2ND QUARTER 2018 APRIL - JUNE www.eaglecu.org • (800) EAGLE CU