Dedicated Account Manager Coordinates Security for 15 Credit Union Locations in El Paso
Situation
For more than 75 years, GECU, an El Paso, TX, credit union, has served its members and developed into El Paso’s largest locally owned financial institution with more than $1.2 billion in deposits and $1.4 billion in assets. As it continues to grow with 15 locations, including branches and new satellite centers in local schools, GECU holds true to its mission statement -- people helping people.
Challenge
There are many challenges to protecting a financial services firm. Growing institutions like GECU need coordinated security across multiple sites. GECU assists hundreds of members daily at each service center, and they are committed to protecting their members’ assets.
Financial institutions have visible monetary activity, making them susceptible to unwanted attention. In many cases, security officers are the initial deterrent and first line of defense, so they must be highly trained, prepared for emergencies and ready at a moment’s notice. When GECU looked to enhance its security program, their goal was to create a professional, highly-skilled, visible presence at each location, giving credit union members, employees and the community a feeling of safety and security.
Another security challenge GECU faced was the recent addition of satellite branches located in El Paso high schools, and operated by the students. The new security provider had to consider the mix of student safety and security along with the security of GECU members and employees, and their financial assets.
Solution
GECU Risk Management Manager Maria Guerrero was looking for a seamless security program across all GECU sites. She was looking for a dedicated team, a go-to person and someone who could manage the security officers while she focused on the larger security picture and other responsibilities.
AlliedBarton, who joined the GECU team in May 2007, suggested establishing an account manager, dedicated solely to the GECU account. The account manager would serve as the main point of contact for all security matters and would facilitate open lines of communication across each branch, its employees, security officers and GECU senior management.
Under the direction of AlliedBarton Account Manager Victor Romero, the security team took action in turning the program around. GECU looked to AlliedBarton and their best practices for quality new employee and on-going training programs for the security officers. In high-profile facilities, it is important that security teams are well trained and participate in refresher courses and continuous training.
“We were able to show them the value of a dedicated account manager and the proactive role I would play in the total security program,” Romero said. “I am responsible for the account, to ensure the training of our officers and to relay important information to management.”
Hiring the right security officers was also part of the solution. Romero became involved in the recruiting process. With a financial client, it takes a certain officer to handle the daily tasks of a high profile, high-traffic facility. Romero knows the account best and uses the support of AlliedBarton’s national resources to assist in creating the ideal security team.
“Establishing an account manager was such a relief for us,” said Guerrero. “Victor responds to our every need. If there is extra security required for an event, I know that Victor has the additional resources, and he quickly responds.”
Result
This highly trained team, which has earned the respect of the GECU managers and risk management group, has taken on a lot of responsibility. Each morning Romero and his team complete a security check of the buildings before the GECU staff enters, adding an extra layer of safety and security for employees and members. The AlliedBarton security officers monitor the lobby in each service center, managing access control and alarm response.
To continue building their relationship and enhance collaboration and communication, the local AlliedBarton team sits down with GECU senior management each quarter. At these meetings, branch managers can address security issues, and AlliedBarton is able make modifications to the program.
Because the security officers are so carefully recruited and selected, Romero knows they are the right fit. “We have a unique combination. The satellite locations in schools combine a financial institution with students. Our teams are focused on the needs of a financial setting but also sensitive to the security concerns of students and parents.”
“AlliedBarton went above and beyond our expectations,” said Guerrero. “I have confidence that these officers are prepared to meet any unexpected challenges. The AlliedBarton team has brought a positive change and a whole new level of respect to our security program. The dedicated account manager was the right choice for GECU. Victor has each site under control and updates our branch managers and Risk Management team.”
As GECU continues to expand through multiple service centers and branches, their more than 710 employees have confidence in the AlliedBarton security team to ensure safety and security at all locations. “We have received positive feedback from our members,” Guerrero continued. “AlliedBarton’s professional image and physical presence makes our members feel safe.”
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