CHROME Credit Union CX Initiative | Micah Solomon

CHROME is an innovative credit union in Washington County, Pennsylvania with three physical locations and a strong digital presence in its marketplace. As part of a major rebranding, which included a name change and facilities overhaul, CHROME engaged us to work with them to take their customer service (“member service,” in credit union parlance) to a never-before-achieved level.

Our work for CHROME included developing and implementing a unique onboarding process for new employees, creation of a “people doctrine” with the aim of making CHROME the regional employer of choice, creation, in collaboration with CHROME, of a new Customer Service Philosophy, training design, training of all employees, both customer-facing and internal, leadership training, and train-the-trainer. Following on the heels of our work, CHROME has been awarded multiple local and regional awards, including the coveted Circle of Excellence award from NBRI; the Best Credit Union designation in its trade area; and Best Mortgage Lender, for which they bested such national players as PNC and other banks 50 to 100 times the size of CHROME.

“The service revamp we undertook with Micah Solomon & Associates created an elevated level of Member Service that’s an essential part of CHROME FCU. Our unique service standards and approach have been universally applauded and even imitated by our competitors. On the heels of the service revamp, we’ve been twice named winners of “Best Credit Union” as well as “Best Mortgage Lender,” beating out even PNC Bank, a national bank 500 times our size.”
—
Robert J. Flanyak, CPFC®
President, Chief Executive Officer
CHROME • Banking That Shines