Not wanting to fight the crowds, Jan Kelley opted to wait in the car while her husband and son picked up the items they needed at the local hardware store.
They picked up more than they expected.
When they returned home, Kelley’s husband handed her a folded Navigant Credit Union envelope he had found lying on the floor in the store and asked her to figure out its owner.
Inside was eight $100 bills and a transaction receipt.
First, Kelley called the hardware store. She told a manager they had found the envelope there, and left her phone number so anyone who came looking for the envelope could call her.
A few hours later, Kelley’s phone rang. It was the store manager, calling on behalf of a woman who was looking for the envelope. When Kelley asked the woman to describe the envelope, she got a very specific answer.
“She said it was a Navigant envelope and there were eight $100 bills inside,” Kelley says. “I just felt this was the person that the money belonged to.”
The woman wanted to make plans to meet with Kelley to pick up the envelope, but Kelley offered her another option.
“I told her I worked at the credit union and would deposit the money into her account for her if she could wait until Monday,” recalls Kelley, who then called the woman after making the deposit.
Kelley never met the woman she helped, but says she didn’t think twice about trying to reunite the member with her missing money.
“I know how I would feel if I lost $800,” Kelley says. “We just happened to be in the right place at the right time.”
At Navigant, the employees focus on LUCI—leadership, unity, caring, and integrity—four root words that describe the core values, characteristics, and behaviors staff exemplify.
“Jan’s actions are the exact definition of the ‘C’ and ‘I’ in LUCI,” says Donna Wood, assistant vice president member experience officer. “It’s stories like this that make the difference in the lives of the members at Navigant Credit Union.”
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 edition or PDF version.