For Gina Bourcier, mortgage closings typically take place at the credit union branch. But she’s also held them at hospitals, people’s homes, and even a fast-food restaurant.
“McDonald’s has happened a few times in my career,” says Bourcier, a mortgage closer with $761 million asset Wildfire Credit Union in Saginaw, Mich.
A McDonald’s off Interstate 75 in Gaylord, Mich., was recently the site of one such closing. A couple, who were longtime members of the credit union, needed to close on a refinance of their home, but didn’t want to make the two-hour drive—one way—to the nearest Wildfire branch. Completing the closing at a title company would have cost the members between $150 and $300.
Bourcier, who has worked at the credit union for six years, was on her way to her cabin in Michigan’s Upper Peninsula, a route that took her through Gaylord. She offered to meet the couple at the restaurant, which is right off the interstate, on a Friday night to complete the closing.
“They’re very nice people and were appreciative,” Bourcier says. “I just had to get off the exit. I didn’t think twice about it.”
After completing the closing, Bourcier says the man told her that his family will continue to go to Wildfire for their financial needs because they “love the service” they receive.
And taking the extra step to meet a members’ financial needs—whether it’s providing a loan or meeting at an offsite location to complete the paperwork—is what Wildfire takes pride in.
“We’re a group of hard-working people that serve hard-working people, so anything that we can do to make our members’ lives easier or save them money, we find very satisfying,” says Pam Morse, manager of sales and service at the credit union. “Gina saved this member by not having to close at a title company, and about four hours of drive time. That’s amazing.”
This article initially appeared in Credit Union Front Line newsletter, the monthly sales and service newsletter for branch staff and their managers. Subscribe now to the print or PDF version.