Family Advantage Credit Union

Pam Windsor

Family Advantage Federal Credit Union

At a time when advanced technology can sometimes make doing business feel less personal than ever before, Family Advantage Federal Credit Union is finding new ways to combine high-tech advances with good old-fashioned, one-on-one human contact. 

"We pride ourselves on being a blue-collar credit union giving white-collar service to everybody," says Chief Executive Officer John H. Kenley IV.

Here, people are members, not customers. And if you're a member, you're part of a very big family.  

"Being part of our family is how we get to know you," Kenley explains. "We want to know everybody's name so when they come in, we can address them personally and ask how they're doing. We want to hear about the grandkids, the new dog, and everything else."

Kenley, his Vice President of Operations, Milly Poplar, and their entire team are dedicated to ensuring people know their motto of "Relax, you've got family" is much more than a marketing tool. 

"We're truly a family," says Poplar. "Some of our members have been here since day one. In the 10 years I've been here, I've seen babies born, kids grow up, go to college, and get married. And we do the best we can with our family. It's just like, if your sister were to call in the middle of the night, you'd help her."

Whether it's actual late-night calls, like one she recently took at 10 o'clock on a Sunday night from a member whose card didn't work, to the others she and Kenley have fielded on weekends or during vacations, both want to be accessible. 

It's a different approach compared to most other financial institutions.

"When I go out and talk with people," Kenley says, "I'll ask them, 'Who is the CEO of Wells Fargo? Do you have his or her number?' And when they say no, I'll say, 'I'm the CEO of Family Advantage. Here's my card with my cell number. If you have a problem, call me."

Family Advantage began in 1997 as a credit union for General Motors workers at the Saturn plant. Eight years later, the charter was changed to welcome anyone residing in Williamson or Maury County. Two years ago, they expanded it even more to allow anyone living in twelve additional surrounding counties to become members. 

As it has worked to reach more people, Family Advantage has added new technology, making sure not to replace that personal contact but to enhance it. There is now video banking to allow members to call and talk to someone face-to-face, just like Facetime. And in March, look for a brand-new mobile banking unit to connect with members in outlying areas. 

"I got the unit so we can go out into the community and service folks in some of those counties that can't come all the way up to Maury County," Kenley says. "We want to partner with, let's say, the Parks Department or a car dealership in those different counties. We can set up a schedule so people will know we'll be there on a regular basis, perhaps once a month, and they can set up appointments."

Kenley got the idea during a trip to Europe.

"I was visiting Scotland in 2019, and they had a mobile branch for the Bank of Scotland. I started researching it, COVID hit, and then there were supply chain issues, and it took forever."

It has finally arrived and will be ready to roll March 1st. 

Both Kenley and Poplar are excited about one more way to better serve their credit union family with their financial needs. 

"We really enjoy helping people," Kenley says. "There's a lot of satisfaction in that." 

Family Advantage Federal Credit Union's main office is in Spring Hill, with branch offices in Columbia and Hohenwald, for more information visit https://myfafcu.org.