Yesterday I walked into the branch to inquire about the feasibility of refinancing. The teller directed me to the correct person and sent her an email to make sure she knew I was waiting. Anita, the loan officer, greeted me cheerfully and helped me through the process. Even though tons of people had been calling because of the low interest rates now, Anita took time with me and did not seem rushed or bothered with a walk-in. I then went home to complete the very easy to understand form on line. Within minutes my loan was approved. Today Anita called me to tell me the loan packet was waiting at the bank for my signatures. How much easier could that be?
I have banked with this institution for over twenty years. I had always experienced superior customer service from the River Avenue location Donna, Cindy and April are AWESOME!!! That is not the same at the Centre Pointe Dr. location. In my opinion, the branch manager, Ayana Johnson was extremely rude and unprofessional, and has no CLUE about good customer service. I left feeling as though I was a second class citizen. The tellers never smile and I can only imagine they are suffering under horrible leadership. First Federal can't be that desperate for managers to continue to allow Ayana to be the branch manager.
The River Avenue location has the best customer service I have ever experienced!! They are always helpful and extremely friendly, always treating everyone with respect.
My mistake was stopping at the Centre Pointe Drive location and having to deal with a branch manager from "HELL"!! My advise to ALL is to not bank at the Centre Pt Dr. location unless you are ready for an experience from HELL. My experience was a NIGHTMARE on 1/28/14.
I have banked with this institution for over twenty years. I had always experienced superior customer service and an open line of communication. That is no longer the case. The management is rude and unprofessional. The tellers never smile anymore and I can only think they are suffering under the new management as well. Yes, I will be moving my accounts