Annual Report 2023

We expanded our fleet of Interactive Teller Machines (ITMs) and grew our Virtual Contact Center, enabling members to access Virtual Rep services at every one of our locations before and after lobby hours. Transactions performed by our Virtual Contact Center skyrocketed from
1,817 to 7,998 December-over-December, marking an impressive 340% increase in 2023.

Our Virtual Contact Center staff not only served members via ITM screens but also through our website, offering chat, phone, audio, or video conversations on desktop or mobile devices. Now, whether members choose to interact at the ITM or through digital support channels, they can utilize our convenient Virtual Contact Center services 66 hours per week. In the fall, we introduced Timber, our new chatbot capable of answering questions about our products and services around the clock. By year-end, Timber had addressed nearly 17,000 member inquiries!

Embracing contactless technology, we introduced contactless cards in the summer of 2023, allowing members to make quicker and more secure transactions with just a tap. Our new cards feature scenic designs that capture the essence of our unique Pacific Northwest lifestyle.

Online appointments were another innovation introduced in 2023, enabling members to book convenient time slots and locations directly through our website. Within the first two months, over 2,000 member appointments had been scheduled using this new feature.

We experienced a remarkable year in 2023, marked by financial success, membership growth, and a commitment to enhancing digital services for our members’ convenience. We remain dedicated to providing exceptional products, services, and support, ensuring that our members’ financial needs are met with the utmost care and innovation. As we look ahead, we are excited to build upon our achievements and continue delivering outstanding value to our growing membership base.

Christopher Bradberry
President/CEO

Jerry Howell
Board Chair

Your Supervisory Committee fulfills this responsibility in two ways. We meet regularly with the Credit Union’s Vice President of Internal Audit, Luci Sherard, who assists the Committee in verifying compliance within our internal control framework. We also engage an external audit firm, Moss-Adams, to audit the financial statements and the operational controls surrounding those financial statements in accordance with generally accepted auditing principles.

Supervisory Committee members attend regular monthly Supervisory Committee meetings, as well as monthly meetings of the Board of Directors. At these meetings we review the work of the Internal Auditor, the external auditor, and management to ensure that the Supervisory Committee’s responsibilities are properly discharged.

Based on our audits and the reports of other experts, the Supervisory Committee is satisfied that the records of Fibre Federal and TLC are accurately maintained, and the Credit Union is in compliance with applicable laws and regulations. We thank the Credit Union management and staff for their diligent work that ensures such a well-run organization.

Jeff Skeie,
Supervisory Committee Chair