Award Spotlight: Outstanding Professional

Several Recognition Awards will be presented to New York credit union professionals and volunteers during the New York Credit Union Association’s virtual 2021 Annual Meeting & Awards Presentation, slated for 3 to 5 p.m. on Thursday, June 24. Today’s featured award is the Outstanding Professional Award, which honors professionals who have a true passion for credit unions and who inspire others with their hard work, dedication and success.

The Association’s Awards Committee has selected Caroline Schierloh, director of branch operations at TCT FCU, as this year’s Outstanding Professional.

“Day in and day out, Caroline makes a positive impact at TCT Federal Credit Union by demonstrating compassion, empathy, courage and energy,” said Morgan Keith, TCT FCU branch manager, who nominated Schierloh. “Whether she is helping a member, an employee or the credit union as a whole, she is an outstanding professional and champion of the ‘people helping people’ movement.”

Schierloh joined TCT FCU in a platform position in 2012, working her way up to assistant branch manager in the credit union’s flagship branch, and later to branch manager, where she led her team to a level of success not previously achieved. In her current role, she is responsible for running the credit union’s four branch locations — overseeing everything from site improvements and staffing to ensuring that all branches are safely prepared for all possible scenarios throughout the pandemic.

Throughout her eight-and-a-half years at TCT, Schierloh has worked on several initiatives to keep TCT FCU competitive in the financial world. She spearheaded several projects to improve member convenience during the pandemic, including online account opening, online loan payments, DocuSign member service power forms and deposit-taking ATMs.

During the pandemic, Schierloh has regularly communicated with employees, successfully addressing questions and concerns. When information and decisions were changing rapidly at the beginning of the pandemic, she immediately coordinated and sent a daily memo to all staff that had the necessary information to help them confidently perform their jobs.

“At a time when everyone felt unsure, she made our team part of the planning, which helped us feel empowered and in control during a pandemic — no easy feat,” Keith said. “She continues to keep employee morale up by sending out regular “Shout Out” emails highlighting employees’ successes.”

In the past year, she worked to enhance TCT FCU’s branches by adding coin machines and created countless procedures to integrate systems and streamline workflow between departments (debit card action form, instant issue, to name a few). “Caroline was a pioneer in creating our Member Solutions Call Center and with her help we were lucky enough to hire three interns who traveled to work as tellers wherever they were needed during the pandemic,” Keith said.

Schierloh is involved in numerous community support and fundraising initiatives, including Making Strides for Breast Cancer; The American Red Cross Blood Donation Drives; Miracle Jeans Fundraising; Juvenile Diabetes; The Ronald McDonald House; Go Red for Women; the March of Dimes; LiveStrong at the Saratoga YMCA; the Memory Walk for Alzheimer’s; VetHelp Saratoga; Walk for MS; Salvation Army; CAPTAIN; Code Blue Saratoga; and Habitat for Humanity.

“In everything that Caroline does, she thinks of the impact on the credit union as a whole, the individual employees and our membership,” Keith said. “What makes Caroline such an amazing leader, mentor and overall professional is her way of listening to the needs of our staff and members, formulating the best plan of action and then openly communicating it with a drive that energizes and motivates us.”

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