Kenricka Gardner is on a mission to make a positive impact in the lives of credit union members.
With 11 years of experience in the credit union industry, Gardner brought a wealth of knowledge and a fresh perspective to her role as vice president of member experience at Arlington Community Federal Credit Union in Falls Church, Va. She was hired a bit over a year ago.
In a recent interview with America's Credit Unions writer Brock Fritz, Gardner shared her insights on the $505 million-asset institution's focus on member service and the importance of aligning the entire organization with its purpose.
"It has been inspirational to focus on how we can uplift our communities through individual member service and narrow the financial gaps that exist," Gardner said.
Constant improvement of digital services
When asked about the experience she aims to provide to Arlington Community members, Gardner emphasized the credit union's commitment to delivering remarkable service. She explained that while members often prefer to self-serve through digital channels, it's crucial to ensure that these experiences are constantly improving.
However, when digital solutions aren't enough, Gardner stresses the importance of listening to each member's story, meeting them where they are, and finding solutions that make a genuine impact.
"Delivering great services is a balancing act," Gardner noted. "We want our members to have access to fast and efficient digital service while always feeling seen and heard. Most of all, we want them to believe that we care — because we do."
DEI efforts paying off
Gardner also touched on the significance of diversity, equity, and inclusion (DEI) efforts in relation to member experience. She believes that Arlington Community's diverse team of employees helps them connect with members and understand their unique goals. By meeting people where they are and helping them get where they're going, the credit union fosters an inclusive experience for all members.
Furthermore, Gardner highlighted the credit union's deep commitment to educating and teaching, as well as serving. "When you educate and teach, you lift," she said, emphasizing the importance of financial education in empowering members at all stages of their financial journeys.
Gardner is excited to partner with the culture and marketing teams to deepen the organization's connection to its purpose. With her passion for making an impact and delivering remarkable service, Gardner leads the credit union in its mission to uplift communities and narrow financial gaps.
Financial Counseling Certification Program (FiCEP) is one way to “educate and teach,” as Gardner put it. The designation provides credit union employees with the skills and knowledge required to guide their members to sound financial decisions. The need for expert help is real, especially when so many members face uncertain economic futures.
