2020 Annual Report

Highlights from an
unprecedented year

Photographer: Jacob Klassen,
Long Beach
Cox Bay Sunset photo by Jacob Klassen

We will be the leaders in building relationships that improve financial health, enrich people’s lives and build healthier communities.

Member/Client Experience

  • We will be the leaders in building strong relationships, by being more helpful and caring, and improving financial health.

Employee Experience

  • We will be the leaders in creating an environment where we say great things, do great things, and where we want to stay.

Community Experience

  • We will be the leaders in making a visible and meaningful difference in building healthier communities. Our communities are our home.

Accountability, Cooperation, Excellence, Innovation, Integrity, Responsiveness, Social Responsibility

Hear from Adrian Legin,
President and CEO

As we come through the other side, we will be there for you to help you get back on your feet if you had some challenges.

Hear from Evelyn Clark,
Board Chair

I think the biggest thing that struck for me was the concern the Board and the staff had for everyone on the front lines and everybody in our community who needed service.

Our Member and Client Experience

We had to do things a little differently in 2020, but we remain committed to being here for you. Here are some of the ways we supported you last year.

Digital Enhancements

Making things simpler
and safer for you

To help you manage your finances safely and securely, we made it even easier to access the services you need.

Increased
Interac e-Transfer® and debit tap limits

Enabled
Tax Free Savings Account transactions on online banking

Added
more online appointment booking options plus a virtual queueing service

Launched
our refreshed website with more resources for your financial health

To ensure continuity of service, insurance services temporarily went
100% Virtual

Photographer: Tanja Kerr,
Comox Valley
Comox Valley Sunset photo by Tanja Kerr

Doing Our Part

Supporting you through
a difficult time

We’re committed to doing our part to help all of us emerge from this crisis stronger.

Deferred payments on over
$300 Million
of loans and mortgages

Helped members get
$32 Million
in CEBA loans funded

Launched our online
Financial
Health Quiz

to help you assess your own situation

Updated
our insurance system to offer a more streamlined experience

Organized
Virtual
Forums

on handling pandemic challenges and financial wellness

Photographer: Jacob Klassen,
Sherington Point Lighthouse
Comox Valley Sunset photo by Tanja Kerr

Listening to you

Understanding your
challenges and goals

Thank you for participating in our quarterly surveys. Your feedback lets us know how to strengthen our approach to better meet your needs.

Coastal Community Credit Union Retail Banking Survey
92%
respondents served by a branch said we helped them with their financial needs

Coastal Community Insurance Services
90%
of insurance client respondents that we helped over the phone said they were confident about their insurance

Coastal Community Private Wealth Group
97%
of client respondents said they feel they are in good hands with Coastal Community

Results from Coastal Community’s 2020 Member and Client Experience surveys.

Photographer: Richard Pullano,
Nanaimo
Comox Valley Sunset photo by Tanja Kerr

I’ve been with CCCU for a few years now and have recommended the services to the people I talk finances with. Staff is knowledgeable, helpful, trustworthy, honest. I appreciate everything that’s been done for me. Thank you for being a great credit union to deal with!”

Quote taken verbatim from Coastal Community’s 2020 Member and Client Experience surveys

Community Experience

Last year, we gave over $500,000 to hundreds of community organizations

$90,000
awarded to community organizations through the new Relief & Resiliency Fund

Participant, Nanaimo Science
Nanaimo Science Centre

Hundreds of
thousands of dollars

given in corporate sponsorships to benefit communities throughout Vancouver Island and the Gulf Islands

Photographer: Glen Halverson,
Goose Spit Park
Glen Halverson, Goose Spit Park

$25,000
donated to the United Way for local COVID-19 pandemic support

Photographer: Sydney Brownlow,
Cowichan Valley
Sydney Brownlow, Cowichan Valley

Over $17,000
in scholarships to support post-secondary study for local students

McKenna Jardine, 2020 Scholarship Recipient
McKenna Jardine, 2020 Scholarship Recipient

CCCU deeply cares about our communities and we are so grateful to have them with us as we fund programs to respond to COVID-19 challenges. We know our local community partner agencies are struggling to operate and adapt their much-needed programs within the constraints of COVID-19. We are seeing many needs that government funds aren’t touching and CCCU’s donation - this act of local love – gives us the ability to respond immediately.”

Signy Madden, Executive Director, United Way Central & Northern Vancouver Island

Spotlight on
Nanaimo Science
Featuring Elaine Parker,
Executive Director

The money from the Relief and Resiliency Fund helped us have that safety cushion... Knowing that we would have some funds to draw on over the course of the year really helped us feel confident and comfortable with jumping in to this new space.

Our Employee Experience

Our employees are our greatest strength. Thank you to our entire team for all they’ve done during this extraordinary year.

2nd year receiving
Great Place to Work® certification

Kim Brooks, Insurance Representative

Continuation of core internal programs
Leading Edge, Young Leaders Network, Mentorship Program and our Employee Volunteer Program

Jesse-Rach Sharpe, Senior Account Manager
Rayna Cadman, Insurance Representative
Jesse Rach Sharpe and Rayna Cadman, Victoria

Over 200 employees
shifted to a work from home model

Kim Brooks, Insurance Representative
Kim Brooks, Insurance Representative

Added video messages and ThoughtExchange® online surveys to our internal communication channels

Dana Rynsewyn, Account Representative
Kim Brooks, Insurance Representative

We’ve pulled together like never before to deliver on our vision to improve people’s financial health. That takes leadership, commitment and the ability to work together, especially when done remotely or across business lines. These are the qualities we live by here at Coastal Community, and they also happen to be the markers of a high performing workplace.”

Bruno Dragani, Chief People & Administration Officer

Corporate Performance

Your Coastal Community remains a strong, agile and growing organization.

$3.08 Billion
On-Book Credit Union Assets

Almost
$4 Billion
in Assets Under Management including Coastal Community Credit Union and Coastal Community Financial Management Inc.

0.60% Return
on Average Assets

Thank You

In an unusual year dominated by the ongoing pandemic, Coastal Community strengthened its financial position in 2020. Secure in our strong financial foundation, we were able to give full focus towards helping you and your financial health. Thank you for the privilege of serving you.

Photographer: Jacob Klassen,
Long Beach
Cox Bay Sunset photo by Jacob Klassen